Job Description :
*Position: Genesys Consultant (3 positions: 1 contract and 2
contract-to-hire
*Experience: 5+ years*
*Location: Carlsbad, CA*
*Duration: 6 Months to 2 years contract*
*Client: Thermo Fisher*
There is a pipeline of projects possibly for next 2 years.
*Summary:*
1. All the resources must have development and configuration
knowledge of Voice and Email.
2. Currently voice functionality is being catered by Avaya platform
but the intent is to consolidate both voice and email on Genesys.
3. For Email The functionality to be delivered is to route the
emails to appropriate support team/personnel based on keywords and tags.
This is critical requirement for this project and all the consultants must
have these skills.
*Responsibilities:*
This position to support Call center applications and our business users in
call centers around the globe. The responsible person will work in
coordination with the rest of the Call Center team in Carlsbad USA,
Pittsburgh USA, TDC India and the local Telecom and Infrastructure teams in
all locations.
*Essential Functions*
Maintain Genesys applications in perfect working order,
Anticipate and avoid failures and breakdowns,
Add, Change, Delete phone extension and user configurations in
Avaya, Genesys and Verint as needed.
Resolve issues faced by users in time to maintain SLA
Participate in Telecom / Genesys projects
Travel to Call Center and Business locations as required
Will be required to perform other related duties as required
and/or assigned
*Requirements (Must Have
Requires a minimum of 5 years of relevant experience in a Call
Center environment using Genesys call center applications with Avaya phone
switches.
Must be familiar with Genesys application version 8.x with
expertise on at least three of the following
Genesys Administrator, Configuration Manager, Solution control
Interface,
GAX and Pulse,
Infomart and Interactive Intelligence,
Genesys Multimedia applications such as Interaction Server,
Contact Server, Email Server, Chat Server
Interaction Routing (Voice and Multimedia)
Workspace Desktop Edition
*Requirements (Desired
Avaya Call Routing and Avaya Vectoring
Avaya Site Administration tool, CMS Supervisor, One-X communicator
Exposure to Avaya EMC applications
Verint Call Recording and WFM applications
Integration to SalesForce.Com and other CRM systems
Genesys WFM