Job Title: Genesys Cloud Architecture
Location: Raritan, New Jersey
Mode : Contract (6+ Months)
8+ Years in Genesys Contact Center
Soft Skills requirements
Certification requirements:
• 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
Gather and document business requirements from stakeholders across operations, IT, customer experience, and strategy teams.
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