Maintain current contact center platforms and recommend new technologies/advancements that will enhance the platform.
Document existing infrastructure associated with the contact center solutions as well ongoing changes to the environment
Able to produce high availability designs to ensure seamless processing during application failure or environment disruptions
Design, configure, test, and to address new business requests and support ongoing needs for the contact center.
Support voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions
Provide production support of issues raised as a result of client feedback
Able to analyse call data and call flows for existing application
Write well designed, testable, efficient code and ensure designs are in compliance with specifications
Will prepare and produce releases of software components to meet business requirements/needs
Will support continuous improvements by investigating alternative technology and presenting these for architectural review
Supports users and assists in troubleshooting by developing documentation and self-help tools
Manage and work with various infrastructure teams, vendors, and peers
Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform
Qualifications:
2 - 4 years experience in the following:
Genesys Product Suite v8.x and above: Framework; IRD and Composer Routing; Administrator WFM; CCPulse; CCA/ICON; InfoMart with a focus on SIP environments and GenesysCloud
Experience in multiple contact center technologies including CTI, SIP and Genesys SIP Server, Call Routing, Pulse and Historical Reporting, Genesys Workspace, Call Recording, VoIP technology and digital channels
Solid analytical skills, problem determination, and resolution recovery processes
Familiarity with a Dev Ops model with experience in automated build and deploy as well as automated testing tools
