Job Description :
Role: Genesys Engineer
Location: Palo Alto, CA
Duration: Long term
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.