Genesys Contact Centre Technical Lead
4 days ago
Role : Genesys Contact Centre Technical Lead
Duration : Long Term Contact
Location : Malvern PA Hybrid
JD - Main Responsibilities
- Develop new and/or enhance existing application or system code as assigned or provided in technical specifications
- Deploy Genesys Cloud services to clients
- Perform IVR configuration and other relevant configuration in the Genesys Cloud platform in Private/Public cloud (AWS or equivalent)
- Participate and assist in the development of operational policies, standards and procedures for contact center services
- Support BA to translate business requirements and features into technical solutions for deployment
- Perform basic IVR and CcaaS testing and support in functional and integration testing
- Integrate Genesys PureCloud with other enterprise applications , third party systems via APIs
- Assist the Operations and Support team with the telecommunications and IP telephony infrastructure support
- Software development for any custom applications and/or scripts required for reporting, eChat, Screen Pop, database validation, score card, recording, gamification, SLA, etc.
- Closely communicate with customers and various team members, stakeholders during project delivery
- Interact with Genesys Product team and maintain healthy communication with other Genesys implementation teams across enterprise
Must Have
- Minimum of 12-15 years of Genesys framework installation, configuration, Routing Development Experience in Contact Center Solutions (Voice, IVR and Multi-channel)
- Genesys certification in Routing
- Experience in developing Routing workflows using Composer
- Extensive SCXML troubleshooting
- Experience in Orchestration Server
- Extensive knowledge in GRAT
- Experience in ECMA scripting
- Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS
- Working knowledge of Genesys/Cisco Framework, reporting, routing and multi-channel components
- Ability to architect routing design and development for new solutions that will be implemented for the customer
- PureCloud Core Professional (PCP)/PureCloud Genesys Certified Associate (GCA)
- Interaction Center Handler Developer (ICHD)
- Good understanding with WFM
- Clear understanding of reporting (GIM/ICON) schema and impacts to reporting with respect to routing changes
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