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Genesys Consultant
Ref No.: 17-00173
Location: Carlsbad, California
Position Type:Contract
Start Date: 06/05/2017
Summary:
  1. All the resources must have development and configuration knowledge of Voice and Email.
  2. Currently voice functionality is being catered by Avaya platform but the intent is to consolidate both voice and email on Genesys.
  3. For Email – The functionality to be delivered is to route the emails to appropriate support team/personnel based on keywords and tags. This is critical requirement for this project and all the consultants must have these skills.

Responsibilities:

This position to support Call center applications and our business users in call centers around the globe. The responsible person will work in coordination with the rest of the Call Center team in Carlsbad USA, Pittsburgh USA, TDC India and the local Telecom and Infrastructure teams in all locations.

Essential Functions
  • Maintain Genesys applications in perfect working order,
  • Anticipate and avoid failures and breakdowns,
  • Add, Change, Delete phone extension and user configurations in Avaya, Genesys and Verint as needed.
  • Resolve issues faced by users in time to maintain SLA
  • Participate in Telecom / Genesys projects
  • Travel to Call Center and Business locations as required
  • Will be required to perform other related duties as required and/or assigned

Requirements (Must Have)
  • Requires a minimum of 5 years of relevant experience in a Call Center environment using Genesys call center applications with Avaya phone switches.
  • Must be familiar with Genesys application version 8.x with expertise on at least three of the following
  • Genesys Administrator, Configuration Manager, Solution control Interface,
  • GAX and Pulse,
  • Infomart and Interactive Intelligence,
  • Genesys Multimedia applications such as Interaction Server, Contact Server, Email Server, Chat Server
  • Interaction Routing (Voice and Multimedia)
  • Workspace Desktop Edition


Requirements (Desired)
  • Avaya Call Routing and Avaya Vectoring
  • Avaya Site Administration tool, CMS Supervisor, One-X communicator
  • Exposure to Avaya EMC applications
  • Verint Call Recording and WFM applications
  • Integration to SalesForce.Com and other CRM systems
  • Genesys WFM