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Sr. Genesys IVR Architect
Ref No.: 17-01604
Location: Franklin Lakes, New Jersey
Position Type:Direct Placement
Start Date: 05/22/2017
Job description

POSITION SUMMARY
The Sr. Genesys Architect will lead the design, engineering and support of scalable and reliable IVR systems that align to the Voice Architecture Roadmap. Responsible for supporting the Genesys Software platform, as well as the expansions and implementation of new Genesys products. Genesys is the primary software component of our contact center solution. It includes interaction routing, IVR, predictive dialing and reporting using voice, texting, email, chat and other channels.

Genesys envment includes: Routing, SIP Server, eServices (email/SMS), Knowledge Manager, Outbound Contact, Proactive Notification, T-Server, GVP IVR, Stat Server, Infomart, Reporting, CCPulse, Genesys Administrator/GAX, GAX Pulse, Genesys Agent Desktop, Genesys Rules Engine, Genesys Rules Authoring Tool, Genesys Survey Solution, Orchestration Server, Interactive Routing Designer, Genesys Mobile Engagement, Versions 8.X+.

ESSENTIAL FUNCTIONS
Troubleshoot and resolve issues related to Genesys products as a result of alerts or customer complaints. This includes identification of root cause and prevention measures.
Prevent issues through upgrades, patches of Genesys products, and coordinate upgrades and patches of dependent products.
Participate in Implementation and support expansion and new Genesys Initiatives.
Train onshore and offshore resources on a variety of Genesys maintenance activities.
Reviews and approves change controls and implementation plans.
Participate in 24X7 on call support rotation.
Requires interaction with users, and management and must communicate well with all.

QUALIFICATIONS
• Advanced understanding of high availability Genesys/telephony products.
• Understanding of phone automation/screen pop software built via
platform SDK (development not required)
• Experience with large scale Genesys deployments (10,000+ agents)
• Systems monitoring/automation of monitoring
• Advanced troubleshooting
• SIP
• Acme Client
• AIX/Unix/Linux OS
• Windows server 2008/12 OS
• Windows/Unix shell scripting
• Understanding of general telecommunications
• Nuance Real Speak TTS and Nuance Recognizer 10
• Avaya PBX/ACD a plus
• Empirix Hammer a plus
• 8-12 years of experience with a Bachelor's degree in Information
Systems or related field, or 14-18 years of
experience without
• 10+ years' experience in a large-scale, multi-platform, multi-tier
processing environment, preferably 2 years at Client
• Thorough knowledge of programming concepts, procedures and practices
• Detailed knowledge of programming languages, especially Java is preferred
• Advanced problem solving skills and the ability to work
collaboratively with other departments to resolve complex
architectural issues with innovative solutions
• Demonstrated ability to prioritize work load and meet project deadlines
• Willingness to work a flexible schedule to accommodate project deadlines
• Certified Genesys Engineer in one or more of the following areas
preferred:
• Genesys Voice Portal (8.x+)
• Genesys Outbound Suite (8.x)
• Genesys Proactive Notification (8.x+)
• Genesys eServices suite (8.x+)
• Genesys Framework / CIM (8.x+)
• Genesys Infomart (8.x+)
• Genesys Communication Manager (8.x+)
• Genesys Mobile Engagement (8x+)
• Genesys SIP Server (8.x+)
• *LI-RH1