Offers “Orange”

Expires soon Orange

Genesys Contact Center Expert

  • India
  • IT development

Job description

about the role

 

BUILT phase

Ensure technical lead for the deployment of Genesys Call Centre Solutions:

Produce Low Level Design documents

Coordinate Customer Acceptance Testing

Developments (IVR scripts, call flows, stats server, infomart & contact center analyser reporting) and Coordinate deployment of all Call Centre adjuncts.

 

Engineering activities:

Engineering on Genesys CC products

Test of patches, new versions for all Call Centre adjuncts

Beta testing of new functionality; Testing of tools

Technology watch

Coordination with Orange engineering teams and Genesys R&D

 

PreSales activities:

Technical Support of CRM BU Presales team :

Contribution to High Level Design

Design Validation

BUILD Model Validation

RUN Model Validation

Estimation of deployment and operational costs

 

 

 

about you

 

Strong design, implementation & troubleshooting (L3 support) skills on Genesys Framework v7.6 & v8.1 in cloud & enterprise solutions along with Genesys voice portal

Hands-on of troubleshooting tools e.g. Kazmir, SIP Log visualizer & wireshark

Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)

Linux shell scripting, Oracle SQL reporting customization, Java & DotNET basic developement

Knowledge on scripting of Voice XML, PHP using composer

Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)

Working experience on different dialogic crads used in IVR (DMV, JCT etc)

Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)

Knowledge of SS7/Next Generation network

Good knowledge of VoIP environments and IP/PSTN integrations

Must be fluent in English

Interpersonal skills

Ability to carefully plan and co-ordinate work according to a demanding time schedule

Excellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation (eg GRC functional  management).

Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.

Good time management, organizational and communication skills

Ability to work under pressure with ability to deal with multiple tasks.

Ability to coach and mentor peers and subordinates

Good commercial awareness.

Presentation/Report writing skills

Excellent problem solving skills are necessary.

Flexibility in terms of working hours, on call support activities.

 

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular

Make every future a success.
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