Job Description

Role : Infrastructure Engineering Sr Advisor (Genesys IVR)

Location: Bloomfield, CT(Onsite preferred, but Remote/work-from-home is also an option)

Contract

Special Project - ACT Avaya to Cisco migration

• 7 to 10 years of experience on Genesys architecture including inbound, outbound voice, chat, SMS, and email.
• Advanced Contact Center Call Flows and script design.
• Good knowledge for Genesys workspace desktop, including desktop design and (attached data) screen pop integration.
• Basic knowledge of Avaya and Cisco end point integration.
• Must have experience in Genesys Voice, Email, SMS, and Chat Routing.
• Designed and implemented complex call routing strategies within Genesys 8.5, optimizing call flows to improve customer service and reducing call handling times.
• Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.

Must Haves:

• Must have experience in Genesys services including Voice, Email, SMS, and Chat Routing.
• Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.
• Advanced Contact Center Call Flows and script design preferably with Cisco, Avaya and Genesys platforms

Software Knowledge :

• Genesys eservices
• Genesys Framework (CME)
• Genesys Routing Design
• Genesys IVR
• Genesys Web Services (GWS)
• Orchestration Routing Solution (ORS)
• Composer
• Interaction Concentrator
• CC Pulse
• GVP 8.5
• SIP, MCP

Operating Systems :

• Windows
• Linux

Databases :

• SQL Server
• Oracle
• Cassandra

Regards

Kevin Raj

ERP Mark Inc

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