Job Description :
Genesys Engineer
Phoenix, AZ
Need Contact Centre Technical Lead with 7+ years of Genesys experience
Need sound knowledge on overall Contact Centre Domain
Administration of Genesys Contact Center. Create call flows, route points, add new users, check system logs, etc.
Collaborate with Genesys Professional Services and subject matter experts in installing and troubleshooting Genesys components
Provide on-call support to users by handling Service Requests and Incidents related to Genesys
Providing extensive experience with Genesys products (ORS,URS, Composer, SIP Server, ICON, INFOMART, Pulse,
other
Documenting design and build to enhance the technical documentation of solution.
Genesys routing and support implementation experience.
Strong knowledge of configuration and implementation of Genesys Framework.
Strong knowledge of GMS & Digital eService
Good knowledge of Genesys Infomart reporting.
Good knowledge of Genesys Workforce Management.
Conceptualizing and developing prototypes quickly in working with the product and architect.
Engaging in engineering and development discussions, contributing to the conversation, providing your own opinions,
asking thoughtful questions for clarification, and enriching the environment.
Experience in leading/solutioning transformations from legacy to Genesys omnichannel CTI/IVR/contact center setup
Contributing to the development of application design and coding standards and ensuring adherence across teams to
said standards
Strong Knowledge on SIP infrastructure, Genesys Administrator, Genesys Administrator Extension(GAX), Agent
Configurations (CME), Universal Routing Server (URS), and Genesys Workspace Desktop Edition (WDE)
Additional advantage with experience in designing, developing and debugging routing solutions implemented using
Genesys Orchestration Server, Genesys Rules Engine and Universal Routing Server (URS)
A strong customer focus, with the drive and attitude to go “above-and-beyond” to deliver on commitments.