Genesys CTI (Computer Telephony Integration) Call Routing Professionals recruitment
Position I: Genesys Architect
This person will be responsible to drive and evolve the overall Contact Center Technologies Architecture using Genesys Framework 7.6/8.x, Voice Multimedia Routing, CHAT , Infomart, SIP etc. Responsibilities include: Evaluate system proposals from an architectural perspective, including feasibility, practicality, technical viability, and consistency. Assesses infrastructures and applications and recommend solutions for upgrading the infrastructure and application to meet business needs. Creating High Availability and Disaster Recovery for Genesys solutions. Conduct the investigation, planning, coordination, and preparation of feasibility studies relative to new contact center systems and modifications to existing systems. Act as a subject-matter expert in Contact Center Domain.
Serve as consultant to senior management and senior IT staff on IT programs and long-term systems strategies. Guide customers through contact center strategic planning and needs assessment exercises, develop comprehensive contact center designs and effectively manage through cutover and customer acceptance.
Qualification Required:
The ideal candidate will have seven+ years experience Designing, Architecting developing, and supporting Genesys technologies.
- Five plus years of hands on experience with Genesys Product suite including Inbound and Outbound Routing 7.6/8.0, Multi-Channel Routing, Infomart Reporting, CCA/CCPulse and GVP in a multi-site environment.
- Must be well rounded with experience in multiple Contact Center Technology domains including Avaya CM, AES, SIP, CTI, Call Routing, VHT, Call Recording and Self Service solutions.
- Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps.
- Genesys University-training and certifications or equivalent experienceA bachelor's degree in a technical discipline preferred.
Position II: Genesys Design Engineer/Intergrator
The position is primarily focused on the design, implementation and support of the Genesys Routing Strategies. Knowledge of Contact Center Technologies, such as Genesys Framework 7.6/8.x, Voice Multimedia Routing, CHAT , Infomart, SIP, etc is required. The position is responsible for: Leading and supporting the migration from Avaya Call Routing to Genesys based Call Routing. Implementation, expansion and integration of Genesys eMail and Chat Routing with Call Routing. Providing Voice application integration, engineering and support of technology related to CLIENT’S's Client Services Platform from both a voice and data perspective. Acting as a subject-matter expert in Contact Center Domain. Analyzing requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures, and responsible for product integration testing. Providing in-depth technical knowledge and troubleshooting skills for both voice and data networks utilizing Genesys, Avaya and Cisco networking technologies.
Qualification Required:
- At least 8 plus years of experience. Specific activities and background required for this position include:
- Genesys Product Suite: Genesys Framework v7.x., Genesys Routing x7.x, Virtual Hold, Genesys GVP v7.x, and Genesys Internet Suite
- Must be well rounded with experience in multiple Contact Center Technology domains including Avaya CM, AES, SIP, CTI, Call Routing, VHT, Call Recording and Self Service solutions
- Knowledge of, or experience with Avaya Call Routing is a big plus
- Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps.
- Genesys University-training and certifications preferable in Building Basic Advanced Routing Strategies.
- Familiarity with Workforce management products (IEX, Blue Pumpkin) is a plus.
- Ability to perform redundancy/Disaster Recovery Planning
- Solid Analytical Skills, Problem Determination and Resolution Processes
- Excellent Oral and Written Communications
- Ability to Work Under Pressure
- Excellent interpersonal skills; team player
- 10-20% US Travel
NOTE: For immediate review, please send your resume in word format to joe.buenavidez@technosphere.com and jessie.richards@technosphere.com