Technical Lead
5 days ago
**Job Description**:
LI-DNI
The Genesys Lead will be responsible to technically lead the Implementation, Configuration of Genesys contact center solutions.
Defining architecture for Genesys contact Centers, developing proof of concept, prototypes for solutions.
Degree, Post graduate in Computer Science or related field (or equivalent industry experience)
8+ years of experience in Genesys Engage/Multicloud CX.
Experience in Genesys Engage SIP Integration, IVR, Inbound, Outbound, Multichannel routing, GVP, Reporting, Pulse, Recording & QM, WFM, e-Services, GMS & Social Messaging.
Hands on experience in Deployment & configuration of Genesys Reporting (Icon/Infomart/RAA, GCXI, Pulse), Genesys Routing (URS & ORS), GMS & Callback.
Provisioning of Outbound Solution (Agent & Agentless Dialing Modes), Understanding of SIPServer Concepts & Genesys RBAC.
Understanding on working of Callsteering/NLU based IVR, ASR/TTS, ChatBot, VoiceBiometrics, VirtualHold, CCA.
Understanding of Voice/Routing/ eServices Flows Composer.
Knowledge of Report customizations using Infomart/SAP BOE/GCXI.
Genesys Certification Preferred.
Excellent understanding of SIP & ISDN Technologies.
Knowledge of Genesys Cloud/Connect would be a plus but not mandatory.
Ability to drive the engagement with mínimal supervision and should be able to work independently from customer site.
Experience in key activities like Requirements Gathering and driving solution workshops.
Identify the pain areas in the architecture and suggest & implement the improvements.
Experience in following best Implementation, Documentation standards and practices
Experience in Agile methodology & ITSM Process.
Estimate efforts required for ContactCenter related configurations/implementations.
Identify new enhancements and upgrades for customers
Self-motivator and self-starter, works collaboratively with the teams across the organization.
Have excellent soft skills and interpersonal skills to interact and present the ideas to customer & management.
Innovative thinking and commitment to quality.
Able to multi-task and work under pressure in a real-time environment.
Able to manage priorities and competing demands, escalating at appropriate times.
Ability to learn new technologies and products quickly.
Key Skills:
Genesys Engage/Multi Cloud CX
**Location**:
DUB
Required Experience:
Min 8 yrs
Contact Person:
RMG
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