Genesys CTI Senior Engineer

Company: Woongjin, INC.
Location: Dayton
Posted on: April 8, 2021

Job Description:

Company Description

We are looking for a talented Genesys CTI Senior Engineer for a conglomerate known worldwide for their electronics and IT services. The company will offer you a great opportunity to take your career to the next level.

Our Mission

WOONGJIN, Inc. is a rapidly growing team who provides a range of unique, exceptional, and enhanced services to our clients. We have a strong moral code that includes the service of goodness without expectations of reward. We are motivated by the sense of responsibility and servant leadership.

Job Description

• Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
• Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications
• Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time
• Understand and ensure system service level goals are met
• Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)
• Insure that implementation plan is updated and current
• Provide mentoring to the Consultant
• Provide executive updates on progress of implementation
• Perform other duties as assigned
  
  Qualifications
  
  • Associate's Degree required (Bachelor's Preferred)
  • 7+ years' experience with call center ACD, IVR, CTI, Skills, Call recording, and reporting as related to contact center applications
  • Operation and Maintenance of Genesys 8.x Framework, Genesys Administrator, GAX, CIM, SIP Server, HA architecture, Voice Routing, Multi-Channel Routing.
  • Professional knowledge and experience of Call Routing Management(Interaction Routing Designer, Composer)
  • Knowledge and experience of Genesys SIP Server, SBC & IP Phone
  • Knowledge and experience of VoIP - SIP, SBC call troubleshooting
  • Knowledge and experience of Contact Center Redundancy / Disaster Recovery Planning
  • Basic knowledge of SQL queries and MS-SQL database
  • Basic knowledge of voice networking technologies including; TCP/IP, DHCP, TFTP, VLAN, SIP, UDP, QoS, VoIP, and VLAN design
  • Reporting (CCA, Infomart), G-Plus adapter for WFM ( Verint experience preferred)
  • Infrastructure Implementation of Changes, Releases and Upgrade
  • Ability to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors.
  • Possess current Genesys certifications (8.X CIM Consultant or 8.X SIP Consultant)
    
  • NO C2C******
    
    Additional Information
    
    All your information will be kept confidential according to EEO guidelines.

Keywords: Woongjin, INC., Trenton , Genesys CTI Senior Engineer, Engineering , Dayton, New Jersey