Job ID: MI-90437 (912090817)10A
Genesys Contact Center Developer with CTI, Pure Engine, CIM, IVR, iWD, GAX, CME, Pulse, NICE-InContact, Siebel experience
Location: Lansing MI (DTMB)
Duration: 12 months
Positions: 1 (1/3)
Local candidates or willing to relocate at the candidate’s expense. On-Site work required from day one.
Top Skills & Years of Experience:
•Strong ability to troubleshoot Genesys CTI (Computer Telephony Integration), Genesys Pure Engage (On premise), Genesys Framework, Customer Interaction Management (CIM) Platform, IVRs.
•Experience in Genesys framework version 8.0, 8.1, 8.5.
•Experience in coordinating with different teams and client for technical and functional solution design.
Job Description:
Lead and direct cross-functional technical and business teams to support complex contact center solutions. Facilitate stakeholder communications, customer needs, reporting, and solution oversight. Provide technical oversight and develop strong customer relationship and business operations understanding.
Required Skills: NICE-InContact, Genesys. State of Michigan agencies, systems, policies, and standards experience strongly desired.
This role requires the following:
•Strong ability to troubleshoot Genesys CTI (Computer Telephony Integration), Genesys Pure Engage (On premise), Genesys Framework, Customer Interaction Management (CIM) Platform, IVRs.
•Experience in Genesys framework version 8.0, 8.1, 8.5.
•Experience in coordinating with different teams and client for technical and functional solution design.
•Confident in a client facing role and possess the ability to manage multiple stakeholders.
•Provides Genesys Interactive Workload Distribution (iWD) configuration and support.
•Respond to client email questions and requests/tickets regarding the software application architecture and integrations in the contact center technologies (Genesys, NICE-inContact, Nuance, Active Directory, Oracle, SQL Server).
•Excellent presentation skills, client communication and relationship.
•Good Interpersonal, Presentation, analytical and problem-solving skills.
•Should be an individual contributor.
•Knowledge of Genesys GAX, Genesys Interactive Insights GI2, Genesys Administrator, Genesys Configuration Manager CME, Genesys Pulse.
•May be required to function as a technical lead on projects.
•Design, optimize and execute test plans and test cases based on business requirements and functional specifications.
•Find and fix agent issue, change the configuration if required.
•Supports on-premises and cloud-based contact center providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
•Support Genesys, NICE-inContact development and technical administration.
•On premise Siebel and Genesys web and app server support.
•Strong knowledge of the Windows Server Operating System.
•Builds Call flow designs, Chat and integration to backend systems using application program interfaces (API).
•Skills based routing design and implementation for voice, chat, and SMS contact center technology.
•Design, development, & documentation.
•Works closely with client.
•Manage client expectation and communication.
•A local expert for areas of domain expertise.
•Provides hands on expertise for contact center voice technology.
•Applies strong analysis, research, and problem-solving skills across a wide array of systems and situations, including those which may be unfamiliar, to address critical issues.
•Ability to work both independently, and as part of a team of technical and non-technical colleagues.
•Strong written and verbal communication skills.
•Complete understanding of SDLC management practices and methodologies with emphasis on Agile Scrum development methodology.
•Strong attention to detail with outstanding problem-solving skills.
•Extensive analytical thinking and problem-solving skills.
•Supports working in an agile and/or waterfall team environment.
•Detailed oriented, data-centric and possess a desire to deliver high quality support.
•Provides support and escalation after business hours and weekends as required.