Agile Genesys Engineer

Basic requirement:

They are looking for an ideal candidate who is self-motivated and result-driven. The candidate should have the ability to work independently besides team collaboration and be a good fit into the Organizations culture.

About the client:

They are a leading consultancy; They aim to provide comprehensive solutions to the clients. They believe in rendering solutions that revolutionize the way productivity is enhanced in an organization. They offer an integrated portfolio of innovative solutions and technology-led services, making it a remarkable and comprehensive experience for all stakeholders to work with them.

Clients vision:

They have been located in the Netherlands for over 7 years and are expanding to the UK and India! They are Officially going global. They pride themselves on the international workforce and bring in the best minds from across the globe.

Requirements

• Incident and problem management for Contact Center platform.
  
• Managing incident/problem tickets using ticketing tools. Ensuring resolution within SLA.
  
• Participating in Critical Incident Management call for faster resolution of Critical Incidents.
  
• Providing RCA after proper investigation.
  
• Provide On-call support for Critical/High impacting incidents on/after working hours or during weekends.
  
• Maintenance of Contact Center platform(applications, servers) and assets.
  
• Follow daily check list.
  
• Monitoring of application status and performance.
  
• Periodic check on applications, servers & databases for patching, upgrading to the newer version or security risk assessment.
  
• Creating new SOP or updating existing SOP/work instruction documents.
  
• Understanding, development or change of contact center applications, business logics, IVR code or routing according to business requirements.
  
• Refinements of business requirements and converting them to workable user-stories.
  
• Plan with team for development and implementation of the user-stories.
  
• Documentation of changes.
  
• Development/Configuration, troubleshooting and support of Genesys environment.
  
• Knowledge and working experience on Genesys Framework, Routing, Reporting, Inbound and Outbound Voice, eServices, GVP.
  
• IVR and Routing code development using Composer.
  
• VXML, SCXML & Javascript coding knowledge.
  
• Routing development using Genesys IRD.
  
• Knowledge of SIP.
  
• Nuance Speech Framework: ASR, TTS.
  
• Nice Call Logger & Analytics.
  
• Performance tuning/monitoring.
  
• Knowledge of Cyara tool for testing automation.
  
  

Benefits

• Great salary package.
  
• Travel allowance.
  
• An open culture where you can express your views.
  
• Work life balance.
  
• Visa sponsorship.
  
• A great group of like-minded colleagues.
  
• Relocation support.