Job Description :
Title::::Genesys Administrator/Engineer
Location: Wilmington, DE
Position::::Contract
Required Skills/Experience
Contact Center Experience - 5+ years required with a major platform such as Cisco Customer Journey Platform, Zendesk, Avaya Aura, Vocalcom, Five9, or Genesys)
Genesys Contact Centre Product Experience (v8.x and above)
Hands-on experience – 1+ year Required (recent)
Call routing
Queuing
Transfers (non-IVR)
Framework/Component Knowledge/Experience
Configuration Server
Configuration Proxy
Message Server
Solution Control Server
Local Control Agent (LCA)
Stat Server - Statistic Metrics, Tie profile/Range, Filter, Notification, Sensitivity and Capacity Rules,
Routing Server (URS)
Understanding of Router Statistics
How Router Statistics are computed
Integration – With Session Border Controller (SBC)
SIP Server – Need to understand how CTI data is transferred
Orchestration Server (ORS) – Understanding how it interfaces with the Routing Server
T-Library (T-Lib) Event Model – Registration, Call Handling/Transfer/Conference, Routing, Treatment, State, Query, User Data, States, etc.
Nice-to-Have Skills/Experience
JAVA, J2EE -
JavaScript -
Rest and SOAP Web Services –
Agile Kanban/Scrum -
JIRA -
Data networking and VoIP technology -
Infrastructure automation - IaaC, Containers, Scripting or Cloud (preferred) -
Genesys-Specific
Genesys JAVA Platform SDK Experience -
Genesys Configuration/Management layer, Routing layer, Genesys SIP, media server, and/or ICON/Infomart -
Installation/Configuration of Genesys suites (both UNIX and Windows 200x) -
Geneys Simulators Experience (Performance Testing) -
Genesys Administrator, GAX , Pulse and the ability to create, Modify and maintain templates (Preferred)