Genesys Administrator

Qualifications



BS Information Technology or computer related field graduate

Has good understanding of Genesys infrastructure, including CIM, SIP, GVP

Contact center specific knowledge of Genesys PureEngage platform to update and/or develop documentation on call flows, integration points to external data sources, logic developed for self-service applications, use of text-to-speech and information used for reporting and analysis

Ability to analyze and modify the call tree/IVR configurations, database and recordings based on requirements and/or changes from operations (GVP,URS and GIR skills)

Ability to use CME/GA to configure Gensys configurations, accounts and roles. Also, has skills on analyzing SIP logs, MCP logs and URS logs

Work with the Voice and UC operational team but be expected to consistenly keep on task and work in an autonomous manner

Candidate should have extremely firm grasp on contact center basics including terminology (i.e. IVR, WFM, Speech Recognition, CTI, Analytics, routing, queuing to name just a few) as well as market trends such as CEM&CRM, CCaaS, SIP, Omnichannel and others

Minimum of 3-5 years practical functional experience with Genesys IVR software with recent PureEngage exposure is a plus