Vacancy expired!
Direct client role! Remote to start with.
Job Description: Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applicationsContinuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-timeUnderstand and ensure system service level goals are metWorking knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)Insure that implementation plan is updated and currentProvide mentoring to the ConsultantProvide executive updates on progress of implementationPerform other duties as assigned Requirements: Associate’s Degree required (Bachelor’s Preferred)7+ years’ experience with call center ACD, IVR, CTI, Skills, Call recording, and reporting as related to contact center applicationsOperation and Maintenance of Genesys 8.x Framework, Genesys Administrator, GAX, CIM, SIP Server, HA architecture, Voice Routing, Multi-Channel Routing.Professional knowledge and experience of Call Routing Management(Interaction Routing Designer, Composer)Knowledge and experience of Genesys SIP Server, SBC & IP PhoneKnowledge and experience of VoIP – SIP, SBC call troubleshootingKnowledge and experience of Contact Center Redundancy / Disaster Recovery PlanningBasic knowledge of SQL queries and MS-SQL databaseBasic knowledge of voice networking technologies including; TCP/IP, DHCP, TFTP, VLAN, SIP, UDP, QoS, VoIP, and VLAN designReporting (CCA, Infomart), G-Plus adapter for WFM ( Verint experience preferred)Infrastructure Implementation of Changes, Releases and UpgradeAbility to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors.Possess current Genesys certifications (8.X CIM Consultant or 8.X SIP Consultant) Vacancy expired!