Genesys Contact Center System Developer/Admin Details

Genesys Contact Center System Developer/Admin

CGI Group, Inc. - Pittsburgh, PA

Employment Type : Full-Time

Genesys Contact Center System Developer/Admin

Position Description
The best version of us starts with you. And the best version of you starts here.

CGI helps clients take an enterprise approach to accelerate and maximize their return on technology investments through relevant applied innovation.

We are looking for an exceptional Contact Center System Developer/Administrator to join our team.

This position will work with a larger team to configure and integrate the Genesys CCaaS solution. The focus will be Treasury Management Care Center setup and configuration of Genesys PureConnect as clients migrate from a legacy high touch contact center to create IVR setup, hosted on AWS cloud, configure latest features like co-browsing, virtual hold, routing, ACD, Screen Pops etc.

Your future duties and responsibilities

• Deploy Genesys Pureconnect services to clients
• Perform IVR configuration and other relevant configuration in the Genesys Pureconnect platform in Private/Public cloud (AWS or equivalent)
• Participate and assist in the development of operational policies, standards and procedures for contact center services
• Support BA to translate business requirements and features into technical solutions for deployment
• Perform basic IVR and CcaaS testing and support in functional and integration testing
• Configure, maintain and troubleshoot the Genesys PureConnect platform for IVR, routing, Co-browsing, Virtual hold, Screen pops
• Integrate Genesys PureCloud with other enterprise applications , third party systems via APIs
• Assist the Operations and Support team (NOC) with the telecommunications and IP telephony infrastructure support
• Software development for any custom applications and/or scripts required for reporting, eChat, Screen Pop, database validation, score card, recording, gamification, SLA, etc.
• Closely communicate with customers and various team members, stakeholders during project delivery Interact with Genesys Product team and maintain healthy communication with other Genesys implementation teams across enterprise

Required qualifications to be successful in this role

• Three plus years of hands on technical experience configuring Genesys PureConnect Platforms, IVR configurations.
• Able to understand inter-operability of applications in contact centers, including customer needs and project requirements, more specifically on Genesys PureConnect
• Analyze the impact on services / applications / contact center infrastructure
• Demonstrate good analytical skills, to identify innovative solutions and to demonstrate initiative and leadership
• Work in a changing environment; Demonstrate the ability to work in a position involving a variety of tasks
• Management of a telephony environment, preferably PureConnect Genesys and/or Nortel/Avaya
• Occasionally have some availability outside working hours (during project delivery and support)
• PureCloud Core Professional (PCP)/PureCloud Genesys Certified Associate (GCA)
• Interaction Center Handler Developer (ICHD)
• Good understanding with WFM

Desired Qualifications/Non-Essential Skills Required
Certifications:

• Interaction Center Certified Engineer (ICCE)
• Interaction Center Handler Developer (ICHD)
• Interaction Dialer Certified Engineer (ICDE)
• Interaction Optimizer Certified Administrator (IOCA)

Development skills: NET, C#, C++, Java/JavaScript, HTML, REST WEB Services, PureConnect/PureCloud API's and Microsoft SQL Server SSIS

Minimum Education Required: Bachelor's Degree

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients' digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com .

No unsolicited agency referrals please.