Roll: Genesys Consultant
Duration:12 Months
Location: San Jose, CA
The Genesys Consultant will be responsible for delivering quality services to internal IT functional teams, IT/project managers and student, faculty and staff end-users.
Incumbent must assure that the EDMC philosophy: quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.
Responsibilities will center on Genesys inbound, outbound and multi-channel contact center solutions for our online and ground-based institutions. The position will be high visibility to the user community and must represent the professional and user dedication that is required from all members of the team. Specific responsibilities include:
• Responsible for the design, development, and delivery of production Genesys contact center applications, systems, and products in a multi-platform and converged environment.
• Develop standards for the Genesys enterprise contact center architecture.
• Participate in the development of contact center technology strategies that conform to IT enterprise architecture patterns and strategies.
• Provide as-built, release, and architectural diagrams and documentation.
• Responsible for a full range of activities, related to development projects, support projects and new implementations in a lead role or as the primary subject matter expert.
• Collaborate with business partners and designs contact center solutions that are aligned with business objectives.
• Implement and document disaster recovery technology requirements that align with business continuity requirements.
• Articulate contact center technology ideas, engineer solutions and facilitate team collaboration to move forward with proposals and recommendations to management for approval.
• Professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework, URS, Tserver, Datamart, Infomart, Interactive Insights, CCPulse, Stat Server, Interactive Insights, GVP, Genesys HA architecture, Chat, SMS and Email Routing.
• Knowledge and experience with Avaya ACD (EAS), CMS, Vectoring, Variables deployed on Avaya’s Communication Manager platform is preferred but not required.
• Knowledge and experience of emerging contact center technologies such as mobile and social media solutions is a plus.
• Experience with Microsoft Dynamics CRM integration, VXML programming or SQL/Oracle query languages is a plus.
Position requires direct interaction with equipment, service providers and the internal customer. The direct Manager is kept informed of priority calls, user complaints and compliments, and any issue that is deemed appropriate to maintain a high level of user satisfaction. After hours support is required as part of an on-call rotation with the rest of the Contact Center team.
Organizational Relationships:
Reports to: Contact Center Manager
Interacts with: EDMC’s corporate, Online contact centers, ground school contact centers and vendors
Works with: IT staff and others in achieving key job elements
Position Requirements:
• Minimum of a A.S./B.S. in Computer Science, Engineering, or related discipline; equivalent experience acceptable
• Minimum of 5 years related experience in networked voice and call center environments
• High-end experience in PBX and/or Call Center systems required
• Experience with call flow analysis required
• Enjoys working within a team and closely with customers
• Effective problem solving skills, the ability to analyze and resolve application and business problems of high complexity
• Willingness to learn and meet challenges
• Ability to effectively communicate with clients and end users
• Ability to manage multiple, deadline-driven priorities
• Capable of adhering to company and department policies and procedures
• Goal oriented and highly ethical.
• Must be able to thrive within an environment that includes people from a variety of socio-economic and cultural backgrounds.
· Please send me the updated resume with the below details
·
· 1) Updated copy of the resume
· 2) Current location:--
Thanks & Best Regards
Rafhee Shaik
CBytes Software Solutions, LLC
1229 W RAVEN DR CHANDLER, AZ 85286
Tel: +1 4846872515
FAX: +1 623 242 1128
E-mail: rafhee@cbytessoft.com
G-Talk: rafhee@cbytessoft.com
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