Vacancy expired!
Description
Primarily focused on the analysis, design, configuration, implementation of routing solutions for Inbound voice and chat for contact center using Genesys Routing and Reporting Frameworks. This role will create or expand on existing interaction routing solutions to deliver business solutions to our contact center clients. Knowledge of contact center technologies, particularly in the Genesys Product Suite v8.x, are as follows:- Universal Routing including detailed knowledge of Genesys routing strategy concepts and data integration for enhanced business data driven routing using IRD.
- Designing Routing strategies for inbound voice utilizing Genesys GVP, with routing to Avaya ACMs with Genesys agent selection.
- Design Routing strategies for Genesys eServices platform, focusing on business process and routing solutions for web chat using IRD.
- Deep understanding of integration points, such as Avaya Platforms, ensuring seamless overall solution knowledge (e.g., AES Interface, ACM features/functionality, SIP, Avaya Communication Systems platform and products, etc.)
- Knowledge of Pulse and Interactive Insights/InfoMart Reporting, focused on detailed design capabilities and focused on ensuring reporting solutions are standards-based, allowing for similar reporting and results from all reporting components
- Knowledge of CIMplicity desktop, Interaction Workspace or other CTI enable agents desktops, allowing for detailed integrations across Genesys and other client platforms (such as CRM, etc).
- Knowledge of Genesys Workforce Management including routing/reporting implications
- Knowledge of Virtual Hold (VHT) Platform and integration points in a Genesys/Avaya deployment.
- Genesys Engage On-Premise Product Suite v8.x: Framework, eServices, Routing (IRD), Pulse, Interactive Insights/InfoMart, GVP and WFM
- Must be well rounded with experience in multiple contact center technology domains including CTI, SIP Server, Call Routing, VHT, CIMplicity Desktop, VoIP Technology and Self Service solutions
- Must have prior experience reviewing and analyzing contact center solutions, while making suggestion for design improvements and strategy roadmaps
- Genesys training and certifications preferred
- Understanding of concepts for default scenarios, redundancy/disaster recovery planning
- Solid analytical skills, problem determination and resolution processes
- Excellent oral and written communications
- Ability to work under pressure
- Flexible and professional
- Solid organization skills
- Excellent interpersonal skills; team player
Vacancy expired!