Description

You will manage and optimize Genesys contact center architectures, routing strategies, and endpoint integrations.

This role is on-site.

Responsibilities

• Design and implement complex call routing strategies within Genesys 8.5 to optimize call flows.
• Manage inbound and outbound voice, chat, SMS, and email routing configurations.
• Configure Genesys workspace desktop, including desktop design and screen pop integration.
• Troubleshoot SIP logs and coordinate with service providers on number porting and call redirections.
• Integrate Avaya and Cisco endpoints within the existing architecture.

Required Skills

• 7 to 10 years of experience in Information Technology and Application Support.
• Expertise in Genesys architecture: Voice, Email, SMS, and Chat Routing.
• Proficiency with Genesys Framework (CME), IVR, and Web Services (GWS).
• Hands-on experience with Orchestration Routing Solution (ORS), Composer, and Interaction Concentrator.
• Working knowledge of Genesys eServices, CC Pulse, GVP 8.5, and MCP.
• Strong understanding of IP Telephony and SIP protocols.
• Experience with Windows and Linux operating systems.
• Database knowledge including SQL Server, Oracle, and Cassandra.

Preferred Skills

• Experience with Avaya and Cisco endpoint integration.

Key Skills

Education

Any Graduate