Description

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

This role is on-site.

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.

Key Skills

Education

Bachelor's Degree