Job Description

Genesys Contact Center experience is r equired including installation , maintenance, and advanced configuration on the platform. Provide technical leadership CCaaS omni-channel s including voice, chat and web messaging Works independently and as a team member to monitor and maintain the platform Maintains all appropriate documentation in support of Telecom Collaborat e vendors, other engineers, product owners, designers and project manager to deliver work products S upport platform integrations between systems and data S upport automation efforts leveraging workflows, RPA, NLP, BOTs and more S upport platform upgrades and patches, maintenance, underlying feature updates D eliver error free code adhering to standards, schedules, and business requirements C onsistently communicate status to manager , teammates and stakeholders On-Call Support - Participate in 24x7 on-call team rotations Who you are: Bachelors degree in computer science or re l ated engineering field of study Minimum of 8 + years of experience in c ontact c enter technologies Deep understanding of c ontact c enter a rchitecture with working knowledge of communications protocols , integration and APIs : WebRTC , SIP , VOIP, CTI , SBC , etc. Ability to design and implement customer omni-channel routing using profiles, skills, queues, call backs, emergency messages, hours of operations and more A bility to architect and implement Genesys solutions involving configuration, scripting and integrat ion of peripheral systems leveraging API s and more Performs challenging issue resolution and troubleshoots complex issues that come into the Service Desk or t eam communication channels Development and consumption of REST and/or SOAP APIs Relational database design concepts and SQL Knowledge of data privacy, TCPA, PCI, PII, E-911 and other related regulations Knowledge of the software engineering development lifecycle including design, configuration, testing, debugging, implementation, and support of large-scale, business-centric, and process-based applications Hands-on experience with 1 or more contact centers such Genesys, CISCO, AVAYA Exposure to Linux, AWS, Azure, DevOps Exposure to cloud-based technologies Exposure to AI/ML, NLP, BOTs Exposure to Audiocodes , PCI Pal, Pega, Salesforce a plus Excellent verbal and written communication skills

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