Job Description
Job Title: Genesys Cloud Architecture
Location: Raritan, New Jersey
Certification requirements:
- GCP (Mandatory)
- ITIL Foundation (Preferred)
Skills required
- Understanding of SIP Protocols, Genesys Framework and Architecture
- Good Knowledge of SIP protocol.
- Hands on experience on multimedia setup (chat & email) environment
- Hands On experience on Genesys Architect, Genesys Dialogflow engine
- Hands On experience of integrating with Appfoundry applications as well as connectors Salesforce, Microsoft Dynamics, ServiceNow
- Should have experience of troubleshooting Genesys Cloud interactions
- Should have installation experience of Genesys Edge Device
- Should have experience of integrating Cloud telecom provider integration
- Should have experience of configuring other UCC platforms such as 8X8, Microsoft teams, Zoom etc.
- Working Knowledge of Genesys cloud modules such as WEM, Speech Analytics, Chatbot engine etc.
- Strong knowledge on designing and developing Genesys Routing Strategies and IVRs
- Good knowledge in Database such as SQL, Oracle, MySQL etc
- Should have experience of integrating with SSO, Active directory tools
- Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.
- Strong exposure on CTI development, Agent Softphone, Genesys API / SDK
- Integration of Genesys solution with CRM Agent desktops.
- Should have knowledge on JAVA/.Net technology.
- Good ITIL Knowledge – Incident, Configuration Management
- Proficiency in Contact Center Technology
- Proficiency in IVR Call flow design and development
- Proficiency in languages like Java Script, Python
- Proficiency in IVR-specific scripting tools or languages such as VoiceXML
- Experience with IVR platforms such as Genesys Cloud and Amazon Connect
- Good understanding of Databas
- Strong understanding of contact center technologies, including IVR, ACD, QM, WFM, and call routing.
- Proficiency in RESTful or SOAP APIs to enable interactions between IVR and other systems
- Good customer communication
Roles & Responsibilities
- Provide advanced troubleshooting for applications and systems, determining cause and effect.
- Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
- Understand and apply advanced system/application administration, management and performance tuning techniques.
- Assist with day-to-day operation support, performance tuning, disaster recovery
- Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
- Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
- Develops job aides and other tools to assist engineers in improving overall quality of service
- Evaluate hardware and software requirements and be able to justify purchase decisions.
- Other duties as assigned by Management.
- Design, Develop and Deploy Contact Center Solution.
- Develop IVR call flow
- Troubleshooting call flow issues, logs, and error reporting.
- Configure contact routing, IVR (Interactive Voice Response), scripting, and other system components.
- Gather and document business requirements from stakeholders across operations, IT, customer experience, and strategy teams.
IMRAN ALI
(Sr. Recruitment Consultant)
Direct Call:- 302-286-9967
E-Mail: imran.ali@raasinfotek.com
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