Prestigious Enterprise Company is currently seeking a Genesys Call Center Engineer. Candidate will be responsible Genesys Call Center Engineer. Candidate will plan, design, develop, implement and support Telephony related infrastructure technologies including large implementations.
Identify changes needed in the infrastructure configuration to achieve the technology organization goals
Define aggregate demand data in support of budget plans and make recommendations for ways to improve performance and/reduce costs
Supports the infrastructure strategy reviews and development by performing applicable analysis
Provide project management oversight to infrastructure implementation projects.
Implements technology and infrastructure changes for platforms to improve performance and scoring.
Analyzes system response and determines tuning recommendations to improve performance.
Manage effective issue identification and resolution process; serve as the focal point for infrastructure-related issue/crisis resolution
Identify opportunities to save costs and more effectively manage assets and escalate the opportunities
Ensure communication of process and procedure changes to key stakeholders
Design an effective test plan for any new/changed infrastructure technology and work with Project Managers, QA/Testing
Managers and Release Managers to ensure its implementation before the client takes possession of the system
Support identification and collection of metrics and performance reporting processes
Monitors delivery against SLAs and reports exceptions to management
7+ years relevant work experience
Call Center Technologies:
Genesys - SIP Server
Genesys - Workspace Desktop Edition (WDE)
Genesys - Feature Server & GAX
Genesys - Call Center Pulse - CCPulse/Pulse
Audio Codes and/or Genesys SIP Endpoints
VoIP & SIP Networking Architecture
NICE call recording integration - Engage, Perform
Bachelors Degree or equivalent work experience
Understanding of the technology organization and/or business and technology
Re-engineering/process improvement experience, leading and coaching quality improvement projects
Strong change management skills; change agent
Excellent problem solving/analytical skills and knowledge of analytical tools
Excellent written and verbal communication skills
Ability to create/define metrics that accurately reflects the current state of a given process
In depth understanding of the call center acumen, operations, strategy and business practices
Current technical experience relevant to Genesys contact center support including end to end call routing support, SIP endpoints, call routing & reporting, telephony capacity metrics, vendor support, Oracle databases, Wire Shark. Previous experience supporting call recording (NICE) integration is a plus.
10% travel required
Must be able to support on-call rotation which is a paid on-call rotation
Employment Type: Permanent
Work Hours: Full Time
Pay: $110,000 to $125,000 USD
Pay Period: Annual
Other Pay Info: Bonus
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