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Internal Postings
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6 months
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Posted :
21 Feb 2018
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ROLE: Genesys Routing Engineer

Job Responsibilities:

Primarily focused on the analysis, design, configuration, implementation, and support of Contact Center Application, Routing and Reporting Frameworks. This role will balance the stabilization/evolution of the Contact Center Technology Portfolio as well as leveraging the Platforms to deliver Business Solutions to our Contact Center Clients. Knowledge of Contact Center Technologies, particularly in the Genesys Product Suite v8.x, including:
High Availability Designs to ensure seamless processing during application failure or environmental interruption

Universal Routing including detailed knowledge of Routing Strategy concepts and data integration for enhanced routing Multimedia/eServices Platform, focusing on Business Process and Routing solutions. Email Routing, Chat Routing with detailed Integrations via Web API CCPulse 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

Interaction Workspace, allowing for detailed integrations across Genesys and other client platforms (such as CRM, etc)

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 Genesys Workforce Management including routing/reporting implications
Knowledge of Virtual Hold Platform and detailed integration points in a Genesys/Avaya deployment.

Additional areas of knowledge are a plus:
  • Payment Card Industry (PCI) as it relates to contact center
  • Asterisk communications applications as it relates to contact center
  • Amazon Connect cloud contact center
Qualifications / Requirements:

At least 5 plus years of experience. Specific activities and background required for this position include:
  • Genesys Product Suite v8.x: Framework, eServices, Routing (IRD, Composer), ORS, CCPulse, 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, Call Recording, 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
  • Ability to perform 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.