Hello,
*Greetings!* This is *Avanish* from *NLB Services*. We are a global recruitment company with a specialization in hiring IT professionals. One of our clients is looking for a *Contact Center Specialist *in *Dallas, TX (Onsite).* *Position: Contact Center Specialist* *Location: Dallas, TX (Onsite)* *Type: Contract* *Job Description:* Looking for a skilled Contact Center Specialist with strong experience in* Genesys Engage and Verint platforms*, along with proficiency in various associated technologies. - Proven experience with Genesys Engage platform, including Genesys GVP, Genesys URS, Genesys SIP Server, Genesys OCS, and other Genesys-related technologies. - Strong experience with Verint technologies, including Call Recording, Quality Management, and Screen Capture. - Hands-on experience with Genesys Pulse, Infomart/GCXI for reporting, and Genesys Eservices for chat support. - Familiarity with Tethr for post-call analytics and Cyara for automated call testing. - Strong understanding of SIP endpoints, SBCs, and integration of Voxai and Microsip in contact center environments. - Experience with Genesys WFM for workforce management and scheduling. - Familiarity with Lumen (Telco) services for contact center infrastructure management. - Ability to implement and manage Virtual Hold (Mindful) and Cobrowse.io to enhance customer interaction. - Solid understanding of call routing, performance monitoring, and real-time reporting. *Key Responsibilities:* - Genesys GVP & IVR (Interactions)-> Configure and manage Genesys Voice Platform (GVP) for hosted IVR and voice-based interactions - ACD - Genesys SIP Server-> Oversee Genesys SIP Server for automated call distribution, ensuring efficient call routing based on agent availability and skills - Genesys URS-> Configure Genesys Universal Routing Server (URS) to implement skills-based routing for better matching of customer requests to the right agents - Verint Call Recording-> Implement and manage Verint Call Recording for capturing customer interactions for compliance, training, and quality assurance - Genesys Pulse-> Monitor real-time performance and system health using Genesys Pulse for actionable insights - Genesys Infomart/GCXI-> Use Genesys Infomart/GCXI for historical reporting to analyze trends and operational metrics over time - Genesys OCS (Outbound)-> Manage Genesys Outbound Campaign System (OCS) for executing automated outbound calling campaigns - Genesys Eservices (Chat)-> Implement and optimize Genesys Eservices for chat and digital engagement to enhance customer communication - Lumen - Telco-> Support and maintain telecommunication services using Lumen for reliable and scalable contact center infrastructure - Verint Quality Management-> Leverage Verint Quality Management for performance tracking, agent evaluation, and continuous improvement - Verint Screen Capture-> Use Verint Screen Capture to track and record agent screen activity for quality and compliance monitoring - Tethr (Hosted) - Post Call Analytics-> Implement and manage Tethr for post-call analytics to drive better decision-making based on customer interaction data - Genesys GWS & Voxai Custom - Agent Desktop-> Maintain and optimize Genesys Agent Desktop through Genesys GWS and Voxai custom solutions to improve agent efficiency and performance - Genesys WFM (Workforce Management)-> Oversee Genesys Workforce Management (WFM) tools to optimize scheduling, forecasting, and resource planning - SBC - Oracle-> Configure and maintain Session Border Controllers (SBC) from Oracle to ensure secure and efficient communication across voice networks - Voxai / Microsip - SIP Endpoint-> Support Voxai and Microsip SIP endpoints for secure and reliable VoIP communication within the contact center - Cyara (Hosted) - Automated Call Testing-> Utilize Cyara for automated call testing, ensuring that contact center systems and processes are working as expected - Virtual Hold - Mindful-> Integrate Virtual Hold (Mindful) solutions for efficient call-back management to reduce customer wait times - Cobrowse.io (Hosted) - Co-browsing-> Implement and manage Cobrowse.io for real-time co-browsing, improving customer support during web-based interactions *Thanks & Regards,* *Avanish Pandey* *---------------------------------------* *Next Level Business Services, Inc.* *avanish.pan...@recruiter.nlbtech.com* <avanish.pan...@recruiter.nlbtech.com> *(904) 290-8616 || **LinkedIn* <https://www.linkedin.com/in/avanish-pandey-83897493/> -- You received this message because you are subscribed to "rtc-linux". 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