From: Suchi Gupta [mailto:sgupta73@csc.com]
LOCATION: Bangalore
AREAS: Genesys IVR - CTI Engineers
EXPERIENCE, CHARACTERISTICS & KEY SELECTION CRITERIA:
Genesys IVR CTI Engineer
Responsibilities:
- Experienced in the Call Center domain and understanding of Call Center Business
- Primarily responsible for support and maintenance of Genesys routing configuration, Genesys Voice Portal, Genesys Outbound Contact Solution, CTI, and reporting platforms
- Subject Matter Expert in optimal call routing and CTI integration strategies
- Support Systems Analysis during the Implementation Life Cycle for Call Center Applications
- Collaboration with Systems Analysts to translate technical requirements into Technical Specification Design documents
- Manage and balance multiple projects and tasks in order to manage to deliverable dates and must work with customers, project managers and stakeholders to insure a robust, stable routing and reporting environment is maintained
- Conduct unit testing on new development initiatives within Genesys applications to insure a seamless implementation of enhancements into the production environment
- Create comprehensive documentation for hand-off of new code development and configuration and/or application and infrastructure enhancements to QA and Implementation Teams
- Support QA and User Acceptance Testing efforts to provide guidance and defect resolution
- Provide Tier 3 production support to insure resolution of issues within defined Service Level Agreements
- Consistently delivers high-quality services to customers
- Maintain updated documentation of Genesys routing, self-service applications, and application versions and configuration
- Engage appropriate vendors to conduct upgrades and enhancements to Genesys CIM components
- Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk
- Provide ongoing direction and analysis of trends and opportunities
- Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones
Requirements:
- Experience in delivering Call Center capabilities to align and meet business objectives
- Bachelor degree with an emphasis on IS/IT or BA majors or minors or minimum of 5 years of progressively responsible positions in Genesys Contact Center routing, reporting, and infrastructure support
- Working knowledge of VoIP technology, MPLS networking, and Media Gateway interoperability
- Ability to effectively manage relationships with vendor support groups and internal technology and security teams
- Increase knowledge of contact center technologies and pro-actively engage appropriate technology teams to provide enhanced services to our business lines
- Understand the company's business strategies, competitive environment and industry trends
- Good interpersonal and collaboration skills are considered essential to the position
- The individual will be called upon to work with broad spectrum of individuals in varied settings across the organizations
- Experience and understanding of Code Development Life Cycle
Technical knowledge and understanding of the following Software(s)
- Rational Software (Req pro, Test Manager, Clear Quest, Clear Case, Rose), Microsoft Office, Microsoft Project, Microsoft Visio, Genesys Configuration Management Environment and/or Genesys Composer, Genesys Interaction Routing Designer and /or Genesys Composer in addition to Genesys Voice Portal, Genesys SIP Server, Genesys Stream Manager, and Genesys Reporting solutions i.e.: CCPulse/Informium Advisor, and ICON/InfoMart
Key Skills:
- Genesys Voice Platform (GVP IVR)
- Genesys CTI - CME, SCI, IRD
- Dot Net, Java, Voice XML
- Databases - MS SQL 2000 and or Oracle
- Knowledge in Eclipse
- Knowledge in Nuance ASR, TTS, OSA
- Basic Knowledge in C programming
- Knowledge in UNIX
Nice to have:
- AVAYA, Nortel, and Cisco Call Manager switch programming and CTI Link interfaces.
- Siebel CRM, web-based and various desktop integrations with Genesys GPlus Adapters and Development SDK's
Candidates must have at-least 2 years of hands-on experience with Genesys products to qualify for submission!
PLEASE REFER ALL CVs TO: mwajid@csc.com
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