Job Description :
Job Title: Genesys Engineer
Location: Palo Alto, CA
Duration: 12+months
Rate: DOE
Job Description:
Mandate Points: Need Genesys Pure Engage Experience with Genesys Cloud Experience.
Job Description:
· 8 years’ experience as a contact center solution architect designing, architecting, and implementing contact center technology (example: Preferred Genesys, InContact, Five9, 8x8, Fuze etc
· Genesys Pure Engage experience
· Genesys cloud experience
· Operations support at L2 and L3 level.
· Calabrio Workforce Management and Quality Monitoring experience
· Work experience with extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.
· Extensive experience in Contact Center Production Support Operations, Contact Center Technologies and Contact Center strategies.
· Understanding of business processes and (digital) transformation and how they relate to customer experience technology
· Proven strong leadership, performance management and coaching skills to build a high performing team while defining clear accountabilities and expectations
· Experience with one or multiple telephony and contact center technologies such as Cisco, Genesys, 8x8, Fuze, Five9, ShoreTel, etc.
· Ability to learn and lead development of technical specifications
· Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.