Genesys CTI Senior Engineer
Company: Woongjin, INC.
Posted on: April 8, 2021
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.
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.
- 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
- 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
- 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
- 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
- Knowledge and experience of VoIP - SIP, SBC call
- 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
- Infrastructure Implementation of Changes, Releases and
- Ability to interface and cultivate excellent working
relationships with technology teams, business analysts, and
- Possess current Genesys certifications (8.X CIM Consultant or
8.X SIP Consultant)
- NO C2C******
All your information will be kept confidential according to EEO
Keywords: Woongjin, INC., Trenton , Genesys CTI Senior Engineer, Engineering , Dayton, New Jersey
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