Job Description

Role : Infrastructure Engineering Sr Advisor (Genesys IVR)

Location: Bloomfield, CT(Onsite preferred, but Remote/work-from-home is also an option)

Contract

Special Project - ACT Avaya to Cisco migration

7 to 10 years of 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.

Must Haves:

Must have experience in Genesys services including Voice, Email, SMS, and Chat Routing.
Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.
Advanced Contact Center Call Flows and script design preferably with Cisco, Avaya and Genesys platforms

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

Regards

Kevin Raj

ERP Mark Inc

Job Tags

Contract work, Remote job,

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