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Genesys Framework Developer

Charlotte, North Carolina;

Job Description:

Position Summary

The Contact Center Voice Technology (CCVT) team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in delivering best in-class Genesys customer experience solution through the implementation of Genesys Framework. Ideal candidate must have proven experience in the contact center technologies and hands on implementation experience in Genesys and other Call routing platforms.

Responsibilities:

  • Development and maintenance of the Contact Center Technology solutions specializing in Genesys
  • Implementation and execution of Contact Center strategy for voice, chat, and email channels
  • Collaborate and lead the requirement analysis, technical design efforts for new projects or enhancements
  • Owns the shared responsibility of platform availability and security
  • Work with technology infrastructure teams to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities
  • Maintain open communication with internal staff and vendors such as Genesys Tech Support
  • Ability to work on multiple projects and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, technology vendors and customers
  • Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk
  • Able to work in a complex environment, global experience, and the ability to work across cultures and time zones

Required Skills

  • Development experience using Genesys Suite of technologies with specialization in Genesys Framework is a must. (Genesys CTI, Genesys SIP, Genesys Composer, ORS (Orchestration Server), Genesys E-services, Genesys Outbound)
  • Hands on experience with Genesys Outbound and Genesys Framework
  • Good Understanding of call routing from carrier network to local network via SIP trunks and SIP Trunking
  • Database knowledge pertaining to SQL and Cassandra will be considered a plus
  • Having a strong knowledge in SDLC, Operations with attention to detail around SLA metrics, accountability, and operational excellence
  • A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure
  • Good interpersonal and collaboration skills are considered essential to the position
  • Ability to interface and cultivate excellent working relationships both within technology, business, and vendors
  • Bachelors degree or equivalent exp.

Desired Skills

  • Experience in Banking domain
  • Experience in Avaya/Cisco is an added advantage
  • Knowledge in SIP, INFOMART, GI2, Genesys Multimedia set up and implementation
  • Experience with configuration and options as it relates to voice/e-services
  • Experience in agile methodologies scrum, Kanban etc.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary

The Contact Center Voice Technology (CCVT) team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in delivering best in-class Genesys customer experience solution through the implementation of Genesys Framework. Ideal candidate must have proven experience in the contact center technologies and hands on implementation experience in Genesys and other Call routing platforms.

Responsibilities:

  • Development and maintenance of the Contact Center Technology solutions specializing in Genesys
  • Implementation and execution of Contact Center strategy for voice, chat, and email channels
  • Collaborate and lead the requirement analysis, technical design efforts for new projects or enhancements
  • Owns the shared responsibility of platform availability and security
  • Work with technology infrastructure teams to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities
  • Maintain open communication with internal staff and vendors such as Genesys Tech Support
  • Ability to work on multiple projects and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, technology vendors and customers
  • Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk
  • Able to work in a complex environment, global experience, and the ability to work across cultures and time zones

Required Skills

  • Development experience using Genesys Suite of technologies with specialization in Genesys Framework is a must. (Genesys CTI, Genesys SIP, Genesys Composer, ORS (Orchestration Server), Genesys E-services, Genesys Outbound)
  • Hands on experience with Genesys Outbound and Genesys Framework
  • Good Understanding of call routing from carrier network to local network via SIP trunks and SIP Trunking
  • Database knowledge pertaining to SQL and Cassandra will be considered a plus
  • Having a strong knowledge in SDLC, Operations with attention to detail around SLA metrics, accountability, and operational excellence
  • A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure
  • Good interpersonal and collaboration skills are considered essential to the position
  • Ability to interface and cultivate excellent working relationships both within technology, business, and vendors
  • Bachelors degree or equivalent exp.

Desired Skills

  • Experience in Banking domain
  • Experience in Avaya/Cisco is an added advantage
  • Knowledge in SIP, INFOMART, GI2, Genesys Multimedia set up and implementation
  • Experience with configuration and options as it relates to voice/e-services
  • Experience in agile methodologies scrum, Kanban etc.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21062932

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Chris Kenny

Referral Bonus:

0