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.
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.
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.