Responsibilities

• Responsible for Contact Center platform configuration, development, customization, integration, and technical documentation
• Designs and develops solutions using Genesys Engage Cloud platform
• Work with business analyst and technical leads to develop customer experience center platform requirements
• Responsible for development, tests/debug programs, and maintains/supports deployed interfaces
• Perform Proof of concepts as needed
• Participates in technical design, development and implementation of application systems.
• Writes documentation that describes installation and operating procedures.
• Writes new programs of moderate complexity and scope, working with basic applications systems designs and specifications and utilizing standard procedures and techniques.
• As appropriate; designs and codes business process models; designs and codes business rules and algorithms.
• Assists in developing application specifications.
• Share knowledge with others, internal or external.

Knowledge/Experience

• Hands-on experience in Genesys Engage Cloud platform and its capabilities including (but not limited to):

o GAX/Agent Setup
o Designer
o GIR
o Pulse
o GCXI
o Genesys Workforce Management
o WWE
o Genesys Soft Phone
o Survey
o Quality Management

• Call Routing strategy development using Composer and JavaScript
• Java development, including RESTful web services
• Experience creating and deploying Rules in GRAT/GRE
• Experience with deployment of Solution Definitions via GAX
• Ability to audit the current routing strategy and make suggestions to reduce complexity, increase efficiency, and also to develop new features and tackle user stories as they are assigned.
• Comfort with analyzing logs including ORS, URS, TServer, SIP Server, etc.
• Ability to troubleshoot call flows and infrastructure configurations to find root cause for issues such as calls disconnecting, calls arriving to the incorrect agent or queue, etc.
• Team player with excellent communication skills – we work very closely with our Product Owners, Business Analysts, and certainly, our QA team.
• Ability to brainstorm and communicate technology ideas and issues to technical and business teams
• Knowledge of voice networks including switching, messaging, signaling, call routing strategies
• Understand business requirements and be able to design the logic of routing application taking into consideration all the needs including reporting
• Strong Troubleshooting Capabilities at Tier 3 level or beyond
• Should have some familiarity with SIP media gateways and Oracle Session Border Controllers.
• Strong programming experience with implementing API/Web Services
• Database knowledge pertaining to SQL and GCXI
• Experience integrating Genesys Engage Cloud with other solutions and platforms
• Excellent analytical, communication, organizational and problem-solving skills coupled with a strong work ethic

Education and Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• Bachelor’s degree in software engineering, computer science or related field preferred
• Twelve or more years of product design and support or systems development experience
• Experience working with software development methodologies, software development life cycle, design and implementation
• Experience working with product systems design principles and company application development policies and procedures
• Experience working with appropriate programming languages, operating systems, hardware and software
• Experience working with company software and hardware products and related business issues that may impact overall business plans
• Experience working with relational databases, mainframes, scheduling software and other related technologies, and firewall theory and configuration
• Experience working with the entire development process, including specification, documentation and quality assurance

Other Qualifications

• Strong analytical and design skills at multiple product level
• Strong communication skills to communicate with customers, support personnel and management and for providing documentation to relevant parties
• Strong problem solving skills for design and debugging of products and good data analysis and software testing skills to test modifications and enhancements
• Good leadership skills to train, guide and direct work of less experienced specialists
• Strong creative thinking and design skills
• Strong skills in research and analysis, project planning and implementation
• Ability to work independently and as part of a team
• Ability to handle multiple tasks simultaneously and switch between tasks quickly