MaxJobsClub US Contractor
12 months to start contract
Roseland, NJ
Description
Primarily focused on the analysis, design, configuration, implementation of
routing solutions for Inbound voice and chat for contact center using
Genesys Routing and Reporting Frameworks. This role will create or expand on
existing interaction routing solutions to deliver business solutions to our
contact center clients. Knowledge of contact center technologies,
particularly in the Genesys Product Suite v8.x, are as follows:
* Universal Routing including detailed knowledge of Genesys routing
strategy concepts and data integration for enhanced business data driven
routing using IRD.
* Designing Routing strategies for inbound voice utilizing Genesys
GVP, with routing to Avaya ACMs with Genesys agent selection.
* Design Routing strategies for Genesys eServices platform, focusing
on business process and routing solutions for web chat using IRD.
* Deep understanding of integration points, such as Avaya Platforms,
ensuring seamless overall solution knowledge (e.g., AES Interface, ACM
features/functionality, SIP, Avaya Communication Systems platform and
products, etc.)
* Knowledge of Pulse and Interactive Insights/InfoMart Reporting,
focused on detailed design capabilities and focused on ensuring reporting
solutions are standards-based, allowing for similar reporting and results
from all reporting components
* Knowledge of CIMplicity desktop, Interaction Workspace or other CTI
enable agents desktops, allowing for detailed integrations across Genesys
and other client platforms (such as CRM, etc).
* Knowledge of Genesys Workforce Management including
routing/reporting implications
* Knowledge of Virtual Hold (VHT) Platform and integration points in a
Genesys/Avaya deployment.
Qualifications / Requirements:
At least 5 plus years of experience. Specific activities and background
required for this position include:
* Genesys Engage On-Premise Product Suite v8.x: Framework, eServices,
Routing (IRD), Pulse, Interactive Insights/InfoMart, GVP and WFM
* Must be well rounded with experience in multiple contact center
technology domains including CTI, SIP Server, Call Routing, VHT, CIMplicity
Desktop, VoIP Technology and Self Service solutions
* Must have prior experience reviewing and analyzing contact center
solutions, while making suggestion for design improvements and strategy
roadmaps
* Genesys training and certifications preferred
* Understanding of concepts for default scenarios, redundancy/disaster
recovery planning
* Solid analytical skills, problem determination and resolution
processes
* Excellent oral and written communications
* Ability to work under pressure
* Flexible and professional
* Solid organization skills
* Excellent interpersonal skills; team player