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Geopaq Logic Inc Logo
Genesys CTI Senior Engineer

Geopaq Logic Inc

 

Ridgefield Park, NJ, USA

Posted On: 1 day ago
Experience: 7+ years
Availability: Onsite
Openings: 1
Category: Genesys Engineer
Tenure: Full-time Only
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Description

You will manage the design, development, and maintenance of Genesys contact center platforms and associated applications in Ridgefield Park, NJ.

Responsibilities

  • Analyze business requirements to create Call Flow Diagrams, design documents, and system development plans.
  • Perform root cause analysis for system outages and implement improvements to ensure system uptime and service level goals.
  • Coordinate with Genesys and internal technical teams to resolve platform and application issues.
  • Manage infrastructure implementation for changes, releases, and upgrades.
  • Provide technical mentoring to consultants and deliver progress updates to executives.

Required Skills

  • 7+ years of experience with call center ACD, IVR, CTI, Skills, Call recording, and reporting.
  • Operation and maintenance of Genesys 8.x Framework, Genesys Administrator, GAX, CIM, SIP Server, HA architecture, Voice Routing, and Multi-Channel Routing.
  • Professional experience with Call Routing Management using Interaction Routing Designer and Composer.
  • Hands-on experience with Genesys SIP Server, SBC, IP Phone, and VoIP troubleshooting (SIP, SBC).
  • Experience with Contact Center Redundancy and Disaster Recovery Planning.
  • Knowledge of reporting tools including CCA, Infomart, and G-Plus adapter for WFM.
  • Basic SQL and MS-SQL database knowledge.
  • Foundational knowledge of voice networking: TCP/IP, DHCP, TFTP, VLAN, SIP, UDP, QoS, and VoIP.
  • Current Genesys certifications (8.X CIM Consultant or 8.X SIP Consultant) and an Associate’s Degree (Bachelor's preferred).

Preferred Skills

  • Verint experience for WFM.

Education

Bachelor's Degree

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