IVR System Analyst

ConsultNet


Title: Genesys Routing Engineer Location: Roseland, NJ Duration: 6 months plus The position is primarily focused on the analysis, design, configuration, implementation, and support of Contact Center Application and Routing Frameworks.  This role will balance the stabilization/evolution of the Contact Center Technology Portfolio as well as leveraging the Platforms to deliver Business Solutions to our Contact Center Clients.  Knowledge of Contact Center Technologies, such as Genesys Framework, Routing, and Application Layers (7.6/8.x +) Including: High Availability Designs to ensure seamless processing during application failure or environmental interruption Universal Routing including detailed knowledge of Routing Strategy concepts and data integration for enhanced routing Multimedia Platform, focusing on Business Process and Routing solutions. Email Routing, Chat Routing with detailed Integrations via Web API CCPulse and Infomart Reporting, focused on detailed design capabilities and focused on ensuring reporting solutions are standards-based, allowing for similar reporting and results from all reporting components Interaction Workspace, allowing for detailed integrations across Genesys and other client platforms (such as CRM, etc) Deep understanding of Integration points, such as Avaya Platforms, ensuring seamless overall solution knowledge (ie AES Interface, ACM features/functionality) SIP, Avaya Communication Systems platform and products, etc.) Knowledge of Virtual Hold Platform and detailed integration points in a Genesys/Avaya deployment Knowledge of NICE Call Recording Platform and detailed integration points in a Genesys/Avaya deployment The position is also responsible for: Assisting with the migration from Avaya Call Routing to Genesys based Call Routing. Assisting with the configuration, support, and troubleshooting of existing Avaya contact center enterprise applications and solutions in both VoIP and TDM technology environments. Implementation, expansion and integration of Genesys eMail and Chat Routing with Call Routing.   Qualifications / Requirements : At least 5 plus years of experience.  Specific activities and background required for this position include: Genesys Product Suite:  Genesys Framework v7.x., Genesys Routing x7.x, Virtual Hold, Genesys CCPulse v7.x, Genesys GVP v7.x, and Genesys Internet Suite and Multimedia Avaya Core Telephony Products:  Communications Manager, AES, Modular Messaging, CMS, OneX Communicator/IP Softphone, OneX Agent/IP Agent, Site Administration and Voice Announcement Manager Must be well rounded with experience in multiple Contact Center Technology domains including CTI, Call Routing, VHT, Workforce Management, Call Recording, VoIP Technology and Self Service solutions Expert level experience in Contact Center design and implementation of changes as they relate to Skills, Agents, VDNs, Vectoring, Adjunct/ASAI Routing, advanced call center apps and scripting Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps Genesys and Avaya training and certifications preferred Familiarity with Workforce management products (Genesys WFM, IEX, Blue Pumpkin) is a plus Ability to perform redundancy/Disaster Recovery Planning Solid Analytical Skills, Problem Determination and Resolution Processes Excellent Oral and Written Communications Ability to Work Under Pressure Flexible and Professional Solid Organization Skills Excellent interpersonal skills; team player 5-10% US Travel Bachelors degree