Genesys Lead Engineer/ Genesys SME/ Genesys Lead/ Genesys lead developer/ Genesys Supervisor/ Genesys specialist/ Sr Genesys Developer

Job Role: Genesys Lead Developer/Engineer

Location: REMOTE
Job Description:

Responsibilities:

• Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts
• Serves as resident expert for PureCloud (Genesys Cloud) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artefacts for implementation
• Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis
• Perform unit and quality assurance testing
• Support customer acceptance testing activities and troubleshoot/correct any issues
• Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as needed

Required Skills/Qualifications:

• Have a comprehensive telephony background and thorough understanding of SIP, VoIP, & QoS
• Experience in chatbots (Lex, Dialog Flow and Nuance)
• 5 years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments
• Experience administrating and supporting PureCloud (Genesys Cloud)
• Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts
• Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
• Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
• Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
• 1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions
• Understanding of business processes and how they relate to customer experience technology
• Strong architecture & systems planning skills
• Well versed with omni-channel technologies
• Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management

Preferred Experience:

• Genesys Cloud certified
• Expertise in PureCloud API's
• Expertise in Chatbot
• Expertise in Architect flows
• SIP and H323 troubleshooting experience
• Development skills/certifications
• Java/JavaScript
• HTML
• REST WEB Services
• PureCloud API's
• Microsoft SQL Server
• Web-services, 3rd party APIs