Roles and Responsibilities

• Administer, configure, and support large-scale multi-channel Contact Center environment.
• Deploy and integrate the Genesys Voice Platform.
• Design and coordinate IVR application developments.
• Perform a load test of the platform.
• Develop routing strategies for routing email/chat interaction.
• Ownership and accountability for environment readiness, ensuring the platform is appropriately scaled to meet business needs.
• Support Voice platform, working with the global and regional teams to identify and define deliverables.
• Identifying system and process improvements relating to the Contact Centre Voice Platform, recommending new solutions and system utilization.
• Investigate the quality of voice and data loss on the network.

Qualifications/Skills

• Experience working within the technology industry/start-up environment is highly desirable.
• Professional experience in Genesys interaction platform. Previous experience working with Genesys SDK is a plus.
• 8+ years of Voice Engineering, telephony experience, and digital interactions (chat, email, IWD)
• Extensive experience in delivering highly successful and innovative.
• Good technical proficiency, literacy skills, and a competent computer user.
• Experience with Genesys / Contact center call routing and troubleshooting routing issues in production on-call.
• Extensive experience with Genesys 8. x platform architecture.
• A clear understanding of reporting (GIM/ICON) schema and impacts on reporting with respect to routing changes.
• Experience in developing Routing workflows using Composer.

Posted By