Job Description :

Design and Develop Routing Applications for IVR, Voice and Multi-Channel using Composer, with detailed knowledge of SCXML and VXML, for Genesys Orchestration Server, Genesys Rules Engine and URS

Understand business requirements and be able to design the logic of routing application taking into consideration all the needs including reporting

Quickly analyze existing Genesys Routing Strategies developed in Composer and work on enhancement requirements

Update existing Strategies/Workflows to meet new requirements

Support issues with routing in production and provide fixes as necessary

Promote cross training in support of multi skilling of Team members across Genesys applications

Lead cross functional teams on design and deliverables

Secondary Skills

Genesys framework knowledge and support and design skills

Voice XML IVR application support.

Clear understanding of reporting (ICON/GIM) model and impact to reporting for new call flows and enhancements to work flows

Provide technical expertise and guidance to production support staff

Perform other administrative activities in support of contact center applications development and support

Provide status on tasks being performed to management