Job ID: MI-90391 (912090812)6P
Genesys/Siebel Admin with Contact Center, NICE-InContact, IVR, CPE, CTI, Pure Engage, CIM, Inbound Voice, Interaction Workspace, SRF, GAX, GI2, CME, Pulse, Agile/Scrum experience
Location: Lansing MI (DTMB-MiECC)
Duration:12 months
Positions: 2 (1/2)
Top Skills & Years of Experience:
-Considerable knowledge of the Genesys framework platform with experience of Genesys Enterprise routing strategy development, trouble shooting, implementation and optimization.
-Experience in Genesys framework version 8.0, 8.1, 8.5. Experience on Genesys Inbound Voice solution.
-Experience with Genesys Interaction Workspace/Desktop application development for customizations.
Key Resource, 5+ Years of Experience
Enterprise Contact Centers
Required Skills:
Contact Center Solutions Support Specialist (Siebel, Genesys, NICE-InContact)
Genesys Framework, Siebel, SUITE, Genesys Interactive Voice Response, Computer Telephone Integration. State of Michigan agencies, systems, policies, and standards experience strongly desired.
This role requires the following:
-Considerable knowledge of the Genesys framework platform with experience of Genesys Enterprise routing strategy development, trouble shooting, implementation and optimization.
-Experienced in all Genesys solutions components to different customer telephony equipment (CPE) and media types.
-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 on Genesys Inbound Voice solution.
-Experience with Genesys Interaction Workspace/Desktop application development for customizations. Should be an individual contributor.
-Siebel technical administrator.
-On premise Siebel and Genesys web and app server support.
-Strong knowledge of the Windows Server Operating System
-Performs Siebel repository file migrations (SRF).
-Experience in Siebel tools developer.
-Knowledge of Genesys GAX, Genesys Interactive Insights GI2, Genesys Administrator, Genesys Configuration Manager CME, Genesys Pulse.
-Experience in Siebel Tools and Siebel repository file migrations.
-NICE-InContact administrator (Skills based routing).
-Respond to client email questions and requests/tickets regarding the software application architecture and integrations in the contact center technologies (Siebel, Genesys, NICE-inContact, Nuance, Virtual Hold, Active Directory, SAP, Mainframe, Filenet, MARCS, Clarity, Oracle, SQL Server).
-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.
-Find and fix agent issue, change the configuration if required.
-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.
MI_E-RTR