Austin,TX

DatePosted : 3/29/2024 11:53:53 AM

Job Description

6 Required Experience within Telecommunication having worked on Contact Center Technologies.
6 Required Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
6 Required Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
6 Required Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
6 Required Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
4 Required Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
4 Required Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
4 Required Drive the decision-making processes for Call Center Design, Implementation and Support.
4 Required Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
4 Required Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
4 Required Genesys on prem to cloud migration experience required.
4 Required Integrate Genesys Cloud with other systems and applications.
4 Required Maintain and support Genesys Cloud solutions.
2 Preferred Work with business stakeholders to understand requirements and develop solutions.
2 Preferred Stay up to date on Genesys Cloud technologies and best practices.
2 Preferred Implement network security.
2 Preferred Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
2 Preferred Walkthrough of delivery scope to the development team and getting it implemented.
2 Preferred Conducting train, the trainers program.
2 Preferred Managing and helping the development team.
2 Preferred Preparing project plan, action trackers and ensure timelines are met.
2 Preferred Implement SBC solution.
2 Preferred Install, Configure, test SBC across regions.