Senior Genesys IVR Lead

3 weeks ago


Malvern, Iowa, United States Capgemini Full time
Job Position:
Senior Genesys IVR Lead

Location:
Hybrid position

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.

Requirements:
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

Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career.

For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief

Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position.

Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed.

Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant

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