Job Description :
Title - Genesys Pure-Connect (3 position) Location Raritan, NJ Onsite from day-1. Role Description L3 Key Skills/Knowledge: 8+ years of experience in Genesys PureConnect Contact Center Framework & Architecture Genesys Contact center expert who can conduct "as-Is" studies of existing requirements, design future state solutions and help in E2E implementation of Genesys Contact center platform 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. Certifications GCA(Mandatory) GCP(Core),FWK 8-FND, FRR85-ADM Skills required 8-10 years of experience in Genesys PureConnect Development / Implementation Experience in Genesys PureConnect Interactive Intelligence components Hands-on experience in implementing end-to-end Genesys Software Experience in integration with CUCM with Genesys pure connect cloud environment Experience using Interaction Administrator for MAC activity Experience in Genesys PureConnect Infrastructure (including PureConnect IC, Media Server, Reporting, WFM, Dialer, PureConnect ISR/TTS, Interaction Feedback, Interaction Analyzer Experience in leveraging Genesys PureConnect solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc. Experience in Genesys upgrade activities Technical exposure to Genesys PureConnect contact center and overall customer service area. Extensive leading-edge expertise in implementing multichannel (IVR, Callback, Web, Email, Chat, SMS, Social Media etc contact center applications using Genesys PureConnect tools including Interaction Designer/Interaction Attendant. Roles & Responsibilities Resolving incident cases. Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed. Incident tracking to ensure continuity across shifts. Vendor management with PSTN Service provide OEM for resolution of tickets. Coordination of communication bridges during major outages Participate in Operational processes (Daily Ops, Change Control, Incident management, service request, etc. Adhering to defined SLAs Handling tickets / requests Troubleshooting technical issues Ensuring that defined processes are adhered to Report regularly concerning key counters and measures of the voice network through health check. Additional Preferred experience: Experience with contact center technologies and platforms (i.e. Avaya, Cisco, Five9 etc Experience with modern cloud architectures and technologies Recording solution like Nice/ Verint SBC knowledge (Oracle, Sonus/AudioCodes) Virtual Hold Campaign management, CRM Integration like (Sales force) Nuance Recognizer & Vocalizer Symon Wallboard Soft Skills requirements Excellent communication and conversation skills (Verbal and Written) Good documentation skills Good working knowledge of MS OFFICE (Including MS Project and Visio) Should have good customer handling skills

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