Role: Interactive (Genesys) Pure Connect and Pure Cloud Contact Center System Engineer
Responsibilities: Partner with department managers and end-users to understand business needs, gather requirements, and develop solutions to deliver the desired call center experience. Work with technical teams and business leaders to design, develop, and maintain IVRs and call flow routing for DTMF and advanced speech applications. Working knowledge of QM recording, Outbound dialing campaigns, WFM, Omni-Channel Analytics, Customer Journeys, and Reporting. Support and maintain existing Telephony and Contact Center solutions and demonstrate complex problem-solving skills.
In addition, this candidate will perform systems tuning to optimize the performance of IPT systems and reduce communication costs and analyzes IPT systems and performance data for purposes of capacity analysis and management. The candidate would need to take responsibility for solution development and integration with other specialized disciplines: network security, IP telephony, call center, etc.
The candidate will also be accountable for technical aspects of the platform, supporting complex solutions and ensuring solutions will fit within the network architecture. Keep abreast with advanced Unified Communication technology used by the industry. Also, will be responsible for maintain/managing requests from internal ticketing systems.
Candidates should have hands-on development, and deployment experience (not limited to monitoring, continuous testing, and test validation) of the following:
- Excellent verbal, written, and technical documentation skills. You will need be required to liaise with Business stakeholders.
- Ability to work independently on routine duties and take the initiative in learning and understanding new product systems and features.
- Minimum one year experience of Pure Connect/Pure Cloud IVR and Advanced Speech Recognition engines (ASRs). Such as implementation, configuration, deployments, and support.
- Minimum one year integrating Interactive (Genesys) Pure Cloud with CRM Applications (Salesforce).
- Experience working with TUI Designs (Telephony User Interface designs).
- General working knowledge of AWS.
Ideal if you have experience with the following:
- Experience with Al, Chatbots, and Virtual Assistant leveraging Al/ML.
- Exposure to the following Cisco Unified Communication products, CUCM, CUC, and UCCX.
- General working knowledge supporting of LAN, Voice and data networks.
- Knowledge of Agile with SAFe