Genesys Routing and Design Architect

Genesys Routing and Design Architect

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, MCP

• Operating Systems: Windows, Linux,

• Databases: SQL Server, Oracle, Cassandra