8+ years work experience in the routing development experience in Contact Center Solutions and configuration of management tools
RESPONSIBILITIES & REQUIRED TECHNICAL SKILLS
Implements activities that support limited parts of the IT work function, and may include responsibilities in technical operations, & contact center operation deployment engineering such as
It is required that the associate has a good understanding of QOS with emphasis on VoIP, SIP, and TCP/IP networking
Strong Knowledge oGenesys – SIP Server, Interaction Server
Strong Knowledge Genesys - Workspace Desktop Edition (WDE)
Strong Knowledge Genesys – Feature Server & GAX
Strong Knowledge Genesys – Outbound Contact Server (OCS)
Strong Knowledge Genesys SIP Endpoints
Knowledgeable of CTI desktop integration and Quality Monitoring tools
Current technical experience relevant to VoIP infrastructure, including telephony capacity metrics, SIP and CTI messaging, and vendor support
Strong Knowledge Genesys – ICON / InfoMart
Detailed knowledge and experience working with Genesys Pure Engage Solutions
Strong Knowledge of SIP infrastructure, Genesys Administrator, GAX, Agent Configurations (CME), Universal Routing Server (URS), Orchestration Routing Server (ORS), Genesys Pure Engage Cloud (PEC) and Genesys Workspace Web Edition (WWE)
Knowledge on Genesys routing solutions, Media server, Resource Manager and Genesys voice portal
Knowledge on Genesys Orchestration server implementing work flow’s, CTI server and routing solutions
Desired experience on Genesys Workforce Management, Intelligent Workload Distribution, Genesys Info Mart and Interactive Insights and Genesys Interaction Recording
Desired Experience on Pulse/ CCPulse reporting and Historical reporting
Proficient in tools like Composer, Eclipse, IRD (Interaction Routing Designer), CCpulse, GAX (Genesys Administrator Extension), GA (Genesys Administrator) & Kazimir
Strong technical experience with IVR technologies (e.g. speech recognition, speech application development, VXML, CCXML) and contact center technologies
Additional advantage with experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and Universal Routing Server (URS)
Good knowledge on other voice product like Avaya/Cisco is added advantage in migration or integration with Genesys.
DESIRED SKILLS:
Database knowledge pertaining to SQL and Cassandra
Good knowledge on Windows and Linux Operating systems
Good knowledge on other voice product like Avaya/Cisco is added advantage in migration or integration with Genesys.
Experience with Microsoft Windows Server Operating Systems, SQL Server and/or Oracle Database DBMS’s, VMWare and basic networking concepts is an advantage.
Cloud experience, preferably MS Azure/ AWS