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Genesys Contact Center Associate

2 months ago

tempe, United States JSR Tech Consulting Full time

JSR Tech Consulting has an immediate opening for a Genesys Contact Center Associate for their direct client, a leading Pharmaceutical Company.


Looking for a candidate who has Genesys skill set

Genesys certification is a plus.

Cisco Telephony is a big plus.

Location: Tempe, Arizona area. Must be able to be on-site on a hybrid basis. Expect 2-3 days/week on-site at most.

Job Responsibilities:

  • Genesys Certified a plus
  • Major involvement with Genesys onboarding agents and supervisors, configuration, call flows, troubleshooting issues, training and documentation
  • Individual will also be SPOC for any IT related issues outside of Genesys i.e. headset, laptop, application, connectivity issues
  • Former knowledge or experience with the Genesys PureCloud platform is highly desirable
  • Individual should be ready to receive trainings and scale up on process knowledge.
  • Attend all Genesys team meetings and provide minutes to share with local IPT team
  • Ability to work collaboratively in teams and develop meaningful relationship to achieve common goals
  • Knowledge of Service Now ticketing system
  • A support group will be established as a Service Now-based dispatch group to monitor a support queue specifically for Genesys Contact Center-related Incidents and Problems
  • 3+ years of experience in Contact Center Technology with hands on experience on high- complexity Genesys implementations
  • Understand how SIP server provides CTI data to the rest of the Genesys infrastructure
  • Experience in troubleshooting individual product as well as system integrations between products by tracking through log files and logically being able to determine where problem might reside
  • IPT knowledge - Cisco platfor