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Job Description

Contact Center Technology Solutions (CCTS) team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in delivering best in-class Genesys customer experience solution through the implementation of Genesys Framework.   Ideal candidate must have proven experience in the contact center technologies and hands on implementation experience in Genesys and other Call routing platforms.

Responsibilities:

• Development and maintenance of the Contact Center Technology solutions  specializing in Genesys.
• Implementation and execution of Contact Center strategy for voice, chat and email channels.
• Collaborate and lead the requirement analysis, technical design efforts for new projects or enhancements.
• Owns the shared responsibility of platform availability and security.
• Work with global staff to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities.
• Maintain open communication with internal staff and vendors such as Genesys Tech Support.
• Ability to work on multiple projects and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, technology vendors  and customers.
• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk.
• Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones.

Basic Qualifications

• 2 years of work experience with a Bachelor’s Degree or an Advanced Degree
• Development experience using Genesys Suite of technologies with specialization in Genesys Framework is a must.  ( Genesys CTI,  Genesys SIP, Genesys Composer, ORS (Orchestration Server), Genesys Eservices.)

Preferred Qualifications

• Emphasis in Computer Science or Information Technology with at least 4 years of progressively responsible positions in Contact Center solution technologies.
• Design and Develop Routing Applications for Voice and Multi-Channel using Composer / IRD, with knowledge of SCXML and VXML will be of added advantage.
• Experience with hands on development in Java/J2EE technologies
• Exposure in User Interface/User Experience development (UI/UX) 
• Proven experience in development of RESTful and SOAP based APIs
• Good Understanding of call routing from carrier network to local network via SIP trunks and SIP Trunking.
• Database knowledge pertaining to SQL and Cassandra will be considered a plus.
• Having a strong knowledge in SSDLC, Operations with attention to detail around SLA metrics, accountability and operational excellence. 
• A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure. 
• 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. 
• Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors