Genesys CTI Senior Engineer-IT


Ridgefield Park, New Jersey

DOE

03/12/2020

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Genesys CTI Senior Engineer

 

Contract Period: 6 Months

Work Location: Ridgefield Park, NJ

 

Job Description:

 

·         Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.

·         Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications

·         Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time

·         Understand and ensure system service level goals are met

·         Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)

·         Insure that implementation plan is updated and current

·         Provide mentoring to the Consultant

·         Provide executive updates on progress of implementation

·    Perform other duties as assigned

 

Requirements:

 

•        Associate’s Degree required (Bachelor’s Preferred)

•        7+ years’ experience with call center ACD, IVR, CTI, Skills, Call recording, and reporting as related to contact center applications

•        Operation and Maintenance of Genesys 8.x Framework, Genesys Administrator, GAX, CIM, SIP Server, HA architecture, Voice Routing, Multi-Channel Routing.

•        Professional knowledge and experience of Call Routing Management(Interaction Routing Designer, Composer)

•        Knowledge and experience of Genesys SIP Server, SBC & IP Phone

•        Knowledge and experience of VoIP – SIP, SBC call troubleshooting

•        Knowledge and experience of Contact Center Redundancy / Disaster Recovery Planning

•        Basic knowledge of SQL queries and MS-SQL database

•        Basic knowledge of voice networking technologies including; TCP/IP, DHCP, TFTP, VLAN, SIP, UDP, QoS, VoIP, and VLAN design

•        Reporting (CCA, Infomart), G-Plus adapter for WFM ( Verint experience preferred)

•        Infrastructure Implementation of Changes, Releases and Upgrade

•        Ability to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors.

•        Possess current Genesys certifications (8.X CIM Consultant or 8.X SIP Consultant)

It is the policy of Geopaq Logic, Inc. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Geopaq Logic, Inc. will provide reasonable accommodations for qualified individuals with disabilities. Copyright © Geopaq Logic, Inc. All rights reserved