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Location: Remote EST
osition Description:
- Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts
- Voice, Chat and Email routing
- Administers and supports PureCloud (Genesys Cloud) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
- Familiar with integrations with SalesForce Voice Cloud
- Performs Tier 3 support, proactive maintenance and performs complex IVR system troubleshooting and root-cause analysis.
- Serves as resident expert for PureCloud (Genesys Cloud) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation.
- Leads development of long-term strategies and capacity planning for meeting future Omni Channel platform needs.
- Develops and delivers architect flows, Scripts and IVR/ACD Attendant scripts.
- Handles Move Add and Changes, including user setup.
- Communicates effectively with end users regarding the status of their requests.
- Remains current on new products, services, protocols, and standards in support of mentioned platforms development and equipment procurement.
- Participates in PCI compliance activities as required, including providing evidence for quarterly and yearly audits.
- Liaises with equipment vendors during installations, acquisition negotiations, and hardware performance issues, as/where needed.
- Performs Root Cause Analysis of Unified and Telecom Incidents.
- Conducts testing ad development disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
- Monitors and identifies capacity and performance issues for telecom traffic to ensure continued, uninterrupted operation of telecom systems.
- Generates usage and network traffic reports for voice video and messaging systems.
- Configures, tests, maintains, monitors, and troubleshoots end user unified messaging telephony, and voice/data software products.
- Designs and supports Omni channel applications, including Voice, email and Chat.
- Communicates effectively with business line managers regarding the status of their department’s request.
- Acknowledges and abides by all Information Security Policies.
Required Skills:
- 6+ years’ of technical or applicable experience
- 2+ years’ experience in Genesys Purecloud platforms.
- Genesys PureCloud certification required.
- Experience administrating and supporting PureCloud (Genesys Cloud) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
- Development skills/certifications HTML REST WEB Services Microsoft SQL Server Web-services, 3rd party APIs
- Genesys PureCloud API’s
- Expertise in Architect flows
- SIP and H323 troubleshooting knowledge and experience
- Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts
- Java/JavaScript
- Excellent analytical skills, especially in a telecommunications field.
- Ability to conduct research into telecommunications issues and products.
- Strong hands-on knowledge of the configuration and optimization of telecommunications equipment, video teleconferencing equipment, and voice/data equipment.
- Working technical knowledge of current telecommunications practices, protocols, and principles in call center environments.
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