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