Genesys Developer

Position Description:

As a member of Genesys Telecom Engineer will have responsibility for designing, engineering, implementing and supporting Genesys cloud infrastructure in a global multi-location contact center, corporate and branch office environment. Delivery of systems and technologies to enhance the customer experience through advanced technology development and execution on technology strategies for voice, data, and video services.

Responsibilities:

Successful candidate will be responsible for the technical leadership, design, support, project management and deployment of Genesys solutions and supporting call center applications. Position will lead and implement technical projects to reduce cost, improve service or provide innovated business solutions consistent with business strategies. In this position, you will be responsible for the engineering, configuration, installation, maintenance and upgrade of the companies Genesys PureCloud environment, supporting applications and cloud configuration. This will include installation of Genesys cloud software, setup & testing, remote monitoring, scripting, and integration with other enterprise applications.

Position Requirements:

Five years (Grade P3) with voice infrastructure design and support in a Genesys environment with scripting and advanced features. Genesys support, design and implementation with general telephony engineering, technical project management and leadership. Experience with multi-site configurations in system engineering and administration role. Telecom engineering including VoIP design and architecture.

Requirements

Primary Technical Skills:

• Experience with multi-site GENESYS PureCloud configurations for a multi-location contact center.
• Genesys Purecloud scripting and configuration experience
• Experience with Genesys Purecloud connectors to Salesforce and ServiceNow
• Experience with PureInsights reporting platform
• Experience with Genesys advanced features such as Workforce Management, Speech and Text Analytics, Chat, Email, Quality Management

Secondary Technical Skills:

• Data Networking (Genesys routing/switching, QOS)
• Monitoring and Reporting Applications
• Telecommunications: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols
• General Architecture (LAN/WAN Networks)
• Database - DB performance tuning

Non-Technical Skills:

• General Attributes: (Strong written, verbal, MS-Office Application skills)
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Excellent Client Relations Skills
• History of leading technical delivery and design capabilities
• Good Mentoring Skills (technical and process)
• Extremely flexible, ability to form outstanding working relationships
• Skilled at working within a team-oriented, collaborative environment
• Highly self-motivated and directed
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong interpersonal and oral communication skills