HI ,
Hope you are doing great!
Please go through the JD and reply me with your updated resume, below
details ASAP
*Position: Genesys Consultant with IVR testing*
*Location: *NYC, NY (initial remote until COVID, later needs 100% onsite)
*Duration: 12 Months*
*Principal Duties and Responsibilities:*
• Oversee, recommend and implement appropriate solutions and
enhancements to ensure an improvement in system reliability and performance
• Ensure project deadlines are met and are in alignment with the
needs of the business unit, and coincide with release management and
governance.
• Produce performance metrics, analyze trends and identify
opportunities to improve the level of service and reduce cost as appropriate
• Support Engineering Infrastructure team during weeknight and
weekend maintenance / work windows for activities such as server patching,
WAN/LAN network maintenance, other infrastructure changes such as network
and equipment upgrades etc.
• Design, implement, and execute changes as part of run the bank
initiatives, such as call routing configuration/strategy changes and call
recording platform configuration changes.
• Design, implement and support multi-channel client
interactions management solutions
*Skills Required*
• 5 + years of IT service delivery, project and staff management
• 10+ years’ experience with Genesys and other related
technologies with thorough understanding of call flows, queuing, routing
and eServices on Genesys platform.
• Candidate should have strong experience of designing,
developing and deploying IVR, Chat, Email and Voice call routing
applications using Genesys Composer and IRD.
• Must have excellent troubleshooting skills on Genesys Customer
Interaction Management platform including SIP/GVP.
• Experience in building IVR application with both AVP as well
GVP. Experience building and supporting Call Center Reports on real time
and historical reporting (Pulse, Infomart, and Advisor).
• Experience in building Chat and Email interaction handling
application
• Thorough understanding and experience with call back
technologies, preferably with virtual hold solutions
• Experience managing and administrating call recording
solutions, preferably NICE including Call Analytics/agent quality
measurement/score carding and audit
• Experience managing and administrating Work Force Management
Solution (IEX).
• Experience designing Business Continuity /Disaster Recovery
architecture
*Skills Desired*
• Experience in managing hybrid contact center environment
involving products/services provided by multiple vendors.
• Experience integrating Genesys and Salesforce.
• Thorough understanding of Genesys products, eServices and
future platform roadmap including building Omni channel solutions and
hosting applications/services on Cloud platform.
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*Thanks & Regards,*
*Thanks & Regards,*
*Vikritha Mustyala*
Tel: 703-831-8282 Ext. 253 <703-831-8282>9 .Fax: 7034392550
<703-867-7172>
Email: [email protected] Web: www.canopyone.com
<http://canopyone.com/>
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