Genesys Consultants
The ideal candidate will have past technical call center experience with experience implementing Genesys Solutions; i.e. application configuration, back-end service creation, ancillary platform integration and custom development experience (a plus). The ideal candidate will have detailed knowledge of some or all of the following components: GVP, Voice XML 2.0, URS, CCA Reporting including CC Pulse, JTAPI, Cisco CTI Manager, Workforce Management (WFM)
Duties & Responsibilities
Develops, codes, tests and debugs new software or enhancements to existing software. Has good understanding of business application. Works with technical staff to understand problems with software and resolve them. Analyzes existing programs or formulates logic for new systems, devises logic procedures and prepares flowcharting. Develops conversion and system implementation plans. Prepares and obtains approval of system and programming documentation and may recommend changes in development, maintenance, and system standards. Applies skills and concepts to medium and large complex projects implementations. May create optimization programs to resolve problems; May design and build prototype applications; May oversee product development and may assist in training less experienced software development staff.
Position Requirements
- Call center technology, including CTI, WFM, Automated Call Distribution (ACD), and Customer Relationship Management (CRM) Peoplesoft and/or SAP
- Call center production support
Knowledge & Skills Requirements
- Knowledge of, and system administration or programming skills on Genesys systems with Cisco Call Manager or other enterprise CTI application development.
- Basic knowledge of object oriented languages and design methods preferred
- Ability to design, develop and implement complex call routing applications involving multiple ACD systems and peripherals.
- Good verbal and written communication skills and the ability to effectively present to business and technical audiences.
- Knowledge of contact center operations, tools and applications that may include resource forecasting/scheduling, monitoring and real-time reporting systems.
- 3+ years experience in programming on enterprise or department servers or systems preferred with 2 or more years of closely related Call Center Technology Integration Systems Engineering experience.
- Experience in Genesys Framework and troubleshooting.
- Genesys Enterprise Routing (Queue-based and Skills-based environments) and CTI integration
- Genesys reporting knowledge
- Demonstrated experience supporting Genesys CTI from a day-to-day Operations perspective in a complex call center environment
- Have an intermediate understanding of IVR and telephony interfaces to CTI systems.
- Understanding of telephony environment as a whole (ACD, IVR, Genesys, SQL Server, UNIX, voice network, etc.)
- Telecommunications voice network /PBX /ACD
- Excellent communication skills, written and verbal
Personal Requirements
- Excellent written communication and interpersonal skills.
- Works well both independently and as a member of a high performance team.
- Proactive, innovative, and creative in meeting business clients and enterprise needs
- Comprehensive knowledge of business client's functions and applications.
- Strong analytical, problem solving, organizational, planning, and quality management skills.