Description

Design, develop, and maintain Genesys contact center and telephony solutions within a multi-carrier SIP environment.

Responsibilities

• Design and support high-availability infrastructure and transport routing strategies.
• Develop, test, and promote code to address new business requests and support the voice platform.
• Lead voice requirements gathering and partner with business stakeholders to deliver solutions.
• Analyze call data and call flows to ensure efficient application performance.
• Provide production support, troubleshoot issues, and develop alerting tools for error detection.

Required Skills

• 10+ years of experience in contact center systems and telephony.
• Expertise in Genesys Product Suite v8.x, including Framework, IRD, Composer Routing, and Administrator WFM.
• Deep knowledge of CCPulse, CCA/ICON, and InfoMart.
• Hands-on experience with Genesys SIP Server and SIP environments.
• Proficiency with CTI, VoIP technology, and IVR solutions.
• Experience with Genesys Workspace, Call Recording, and Historical Reporting.
• Practical knowledge of CRM integration.
• Experience working within an Agile environment.
• Familiarity with DevOps models, including automated build, deploy, and automated testing.

Preferred Skills

• Experience with enterprise-level security controls such as NIDS/NIPS, Data Loss Prevention, and Botnet Detection.

Key Skills

Education

Any Gradute