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.