[EXP] CSC Bangalore Genesys IVR and CTI Professionals 2+ Yrs

Hi Friends,

CSC Bangalore is calling Genesys IVR and CTI professionals with minimum 2 years of experience.

Interested candidates please send your resumes to schethan@gmail.com

Location : Bangalore
AREAS: Genesys IVR - CTI Engineers

EXPERIENCE, CHARACTERISTICS & KEY SELECTION CRITERIA:

Genesys IVR CTI Engineer

Responsibilities:

• Experienced in the Call Center domain and understanding of Call Center Business
• Primarily responsible for support and maintenance of Genesys routing configuration, Genesys Voice Portal, Genesys Outbound Contact Solution, CTI, and reporting platforms
• Subject Matter Expert in optimal call routing and CTI integration strategies
• Support Systems Analysis during the Implementation Life Cycle for Call Center Applications
• Collaboration with Systems Analysts to translate technical requirements into Technical Specification Design documents
• Manage and balance multiple projects and tasks in order to manage to deliverable dates and must work with customers, project managers and stakeholders to insure a robust, stable routing and reporting environment is maintained
• Conduct unit testing on new development initiatives within Genesys applications to insure a seamless implementation of enhancements into the production environment
• Create comprehensive documentation for hand-off of new code development and configuration and/or application and infrastructure enhancements to QA and Implementation Teams
• Support QA and User Acceptance Testing efforts to provide guidance and defect resolution
• Provide Tier 3 production support to insure resolution of issues within defined Service Level Agreements
• Consistently delivers high-quality services to customers
• Maintain updated documentation of Genesys routing, self-service applications, and application versions and configuration
• Engage appropriate vendors to conduct upgrades and enhancements to Genesys CIM components
• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk
• Provide ongoing direction and analysis of trends and opportunities
• Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones

Requirements:

• Experience in delivering Call Center capabilities to align and meet business objectives
• Bachelor degree with an emphasis on IS/IT or BA majors or minors or minimum of 5 years of progressively responsible positions in Genesys Contact Center routing, reporting, and infrastructure support
• Working knowledge of VoIP technology, MPLS networking, and Media Gateway interoperability
• Ability to effectively manage relationships with vendor support groups and internal technology and security teams
• Increase knowledge of contact center technologies and pro-actively engage appropriate technology teams to provide enhanced services to our business lines
• Understand the company’s business strategies, competitive environment and industry trends
• Good interpersonal and collaboration skills are considered essential to the position
• The individual will be called upon to work with broad spectrum of individuals in varied settings across the organizations
• Experience and understanding of Code Development Life Cycle

Technical knowledge and understanding of the following Software(s)

• Rational Software (Req pro, Test Manager, Clear Quest, Clear Case, Rose), Microsoft Office, Microsoft Project, Microsoft Visio, Genesys Configuration Management Environment and/or Genesys Composer, Genesys Interaction Routing Designer and /or Genesys Composer in addition to Genesys Voice Portal, Genesys SIP Server, Genesys Stream Manager, and Genesys Reporting solutions i.e.: CCPulse/Informium Advisor, and ICON/InfoMart

Key Skills:

1. Genesys Voice Platform (GVP IVR)
2. Genesys CTI - CME, SCI, IRD
3. Dot Net, Java, Voice XML
4. Databases - MS SQL 2000 and or Oracle
5. Knowledge in Eclipse
6. Knowledge in Nuance ASR, TTS, OSA
7. Basic Knowledge in C programming
8. Knowledge in UNIX

Nice to have:

• AVAYA, Nortel, and Cisco Call Manager switch programming and CTI Link interfaces.
• Siebel CRM, web-based and various desktop integrations with Genesys GPlus Adapters and Development SDK’s

Candidates must have at-least 2 years of hands-on experience with Genesys IVR and CTI products to qualify for submission!