Genesys Contact Center Voice Engineer

Overall Purpose:

• Provide Design, Implement and Support for all technologies related to Genesys Contact Center Voice infrastructure and applications.
• Experienced with Genesys CTI, Framework, Stat and SIP server technologies, Routing strategies, T-Lib SDK, E-Services which include Interaction Server, UCS, Chat server and GMS.

Roles & Responsibilities:

• Subject matter expert (SME) in all areas of the Voice and CTI technologies. Genesys Engage Design and Implementation Certification require.
• Has the ability to install Genesys applications and troubleshoot end-2-end voice and digital interactions, providing incident support as required on all managed Genesys platforms.
• Provide project and implementation support for all convergence technologies.
• Interface directly with CTX and peer teams on issues relating to acceptance and testing of the technologies previously described.
• Resolve or assist in resolving complex service problems for all Vendor partner CTI solutions through multiparty conference calls with various work centers, local access providers, internal/external customers and equipment vendors.
• Skill must include administrative work knowledge of RedHat Linux, Oracle Databases, PL/SQL, Perl, Python, NodeJS and has the ability to create scripts in Perl and/or Python and setup cron jobs.