Genesys Engineer

Requirements• 7 to 10 years of experience in Information Technology and Application Support.• Experience on Genesys architecture including inbound, outbound voice, chat, SMS, and email. Advanced Contact Center Call Flows and script design.• Good knowledge for Genesys workspace desktop, including desktop design and (attached data) screen pop integration. • Basic knowledge of Avaya and Cisco end point integration.• Must have experience in Genesys Voice, Email, SMS, and Chat Routing.• Designed and implemented complex call routing strategies within Genesys 8.5, optimizing call flows to improve customer service and reducing call handling times.• Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs. Software knowledge:• Genesys eservices• Genesys Framework (CME)• Genesys Routing Design• Genesys IVR• Genesys Web Services (GWS)• Orchestration Routing Solution (ORS)• Composer• Interaction Concentrator• CC Pulse• GVP 8.5• SIP, MCPOperating Systems: Windows, Linux,Databases: SQL Server, Oracle, Cassandra