Job Description

Job Title: Genesys Cloud Architecture

Location: Raritan, New Jersey

Mode : Contract (6+ Months)

8+ Years in Genesys Contact Center

Soft Skills requirements

1. Excellent communication and conversation skills (Verbal and Written)
2. Good documentation skills
3. Good working knowledge of MS OFFICE (Including MS Project and Visio)

Certification requirements:

1. GCP (Mandatory)
2. ITIL Foundation (Preferred)

• 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

1. Provide advanced troubleshooting for applications and systems, determining cause and effect.
2. Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
3. Understand and apply advanced system/application administration, management and performance tuning techniques.
4. Assist with day-to-day operation support, performance tuning, disaster recovery
5. Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
6. Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
7. Develops job aides and other tools to assist engineers in improving overall quality of service
8. Evaluate hardware and software requirements and be able to justify purchase decisions.
9. Other duties as assigned by Management.
10. Design, Develop and Deploy Contact Center Solution.
11. Develop IVR call flow
12. Troubleshooting call flow issues, logs, and error reporting.
13. Configure contact routing, IVR (Interactive Voice Response), scripting, and other system components.

Gather and document business requirements from stakeholders across operations, IT, customer experience, and strategy teams.

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