Genesys Engineer Job
Position Responsibilities:
A Contact Center Services ("CCS") Genesys Engineer is a Professional Services Senior Consultant and is viewed by the customer as a subject matter expert responsible for solution architecture and consulting related to the implementation of complex contact center solutions involving the Genesys suite of products. A Senior Consultant has strong interpersonal and technical skills and has a comprehensive understanding of Contact Center related technologies as well as their interdependencies. The Senior Consultant is a leader in contact center solution design and has the ability to identify and work with various technology vendors in order to coordinate a comprehensive contact center solution that meets a customer's requirements. These solutions are centered on the implementation of Genesys based solutions and the facilitation of integration from third party adjunct applications. A Senior Consultant has the ability to articulate complex concepts to business and management level customer employees and coordinate activities with project management. The ideal Senior Consultant is highly motivated and willing to take initiative in order to drive successful engagements.
Required Skills Experience:
This position requires a broad range of skills related to implementation of complex contact center solutions. The ideal candidate has extensive experience in the implementation of the Genesys suite of contact center products as well as integration with common PBX's (Avaya, CUCM, etc...). The candidate must have a solid understanding of the relationship of Genesys as a middleware component to a complex fully integrated solution and the ability to define touch points / requirements of third party integrated technology components. In addition to technical requirements, this position requires familiarity with implementation principles, theories and concepts; specifically the Software Development Lifecycle; and the ability to work both independently or collaboratively to achieve success. A qualified candidate must have proven experience in development of complex routing strategies, and implementation of highly available Genesys solutions.
Education and Pre-Requisites:
Required:
• BS degree in Computer Science or related field.
• Demonstrated (reference able) professional consulting, implementation and solutions implementation experience with a specific focus on Genesys based solutions.
• A minimum of 10 years contact center consulting experience.
• Demonstrated ability to lead and drive an implementation from discovery through production rollout.
• One or more Genesys v7 or higher certifications such as GCP-CIV, GCP-DIV, GCP-CSIP or GCP-GVP.
• Strong presentation and communications skills appropriate for multiple levels of an organization.
• Strong troubleshooting skills.
• Ability to take initiative.
Desired Skills Experience:
• Experience within the Healthcare and Financial verticals.
• Experience with one or more of the following technologies (NICE, Aspect WFM, Empirix, Knowlagent, Merced, Nuance or Synovate).
• Experience with full lifecycle implementation of Genesys WFM
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