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Telecom Engineer (Genesys )

Irving, TX
Ideal candidate will need to have extensive experience with Genesys to include the following products: Framework, SIP Server, Routing (IRD & Composer), Pulse (not CCPulse), GI2/Infomart, Interaction Recording (Screen and/or Voice), Genesys HA, IVR and VOIP Integration.
 
Duties and Responsibilities:
  • Production support role position will need to have the ability to analyze and troubleshoot, monitor system performance via GAX & GA, recreate production issues in a non-production environment, and provide solutions to such issues.
  • Provides shared Tier 1 production support and possibly talking with call center personnel and managers to explain issues and potential solutions.
  • Provides custom reporting solutions requested by the call center.
  • Responsible for providing solutions for longer term enhancements requested by the contact center and support staff to include detailed design documentation, solutions, deployment, and post production verification documentation.
  • Recommends performance and reliability improvements and enhancements to the contact center.
  • Supports system upgrades, system account password maintenance, and occasional audits of the system.

Minimum Qualifications:
  • 7+ years of hands-on work experience as Genesys CTI Engineer.
  • Deployment and configuration of Genesys Framework (7.6, 8.x) on Windows and Linux Platform.
  • Deployment and configuration of Genesys Voice Platform and its integration with Genesys Framework.
  • Deployment and configuration of routing solutions, WFM and GIR.
  • Log review of SIP Server, URS, Stat Server and other Genesys applications.
  • Troubleshooting and fixing of Genesys Environment Issues.
  • Upgrading of Genesys Applications on Windows, UNIX and Linux.
 
Technical Skills:
  • 7+ years of Genesys CTI, Framework, CME, SCI, Genesys Administrator, SIP Server, T-Server, Genesys Voice Portal, Orchestration Server, Workforce Management, Genesys Interaction Workspace, IWD, GIR.
  • 7+ years of Windows Server 2003/2008, Windows Server 2012/2016, Linux, Unix
  • 5+ years of IIS, Apache Tomcat
  • 5+ years of MySQL, Oracle
  • Strong Genesys Framework 7.6, 8.x, and Genesys Voice Platform 7.6, 8.x experience.
  • Integration of GVP with Framework 7.6, 8.x experience.
  • Provisioning of IVR Applications on GVP Platform experience.
  • Deployment of Genesys Workforce Management required.
  • Deployment of Genesys Routing and GIR required.
  • Development experience using Genesys Suite of technologies with specialization in Genesys Framework is a must (Genesys CTI, Genesys SIP, Genesys Composer, ORS (Orchestration Server), Genesys OCS, Genesys Workspace).
  • Proficient in tools like Composer ,Eclipse, IRD (Interaction Routing Designer), CCPulse, GAX (Genesys Administrator Extension), GA(Genesys Administrator) & Kazimir.
  • Database knowledge pertaining to SQL and Cassandra 
  • Experience in development and production support of IVR applications with VXML and Java (Nuance Development Framework / Voice Portal preferred).
  • Strong working knowledge of deploying applications on Websphere and Tomcat.
  • Computer Telephony Integration (CTI) experience with Genesys SIP platform
  • Core java + REST/SOAP automation and development
  • Experience working in an Agile environment
  • Experience in installation and support of Genesys GIR.
  • Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors.
 
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