Junior Genesys IVR

Responsibilities:
• Maintain contact center platforms and recommend new technologies/advancements that will enhance the platform.
• Design and implement new contact center platforms
• Design, develop, test, and promote code to address new business requests and support ongoing needs for the contact center, including the ongoing development efforts for the voice platform
• Provide production support for issues raised as a result of client feedback
• Lead voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions
• prepare and produce releases of software components to meet business requirements/needs
• Supports users and assists in troubleshooting by developing documentation and self-help tools
• Develop alerting tools to aid in efficiently troubleshooting errors/issues
• Manage and work with various infrastructure teams, vendors, and peers
• Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform