Architect solutions and oversee implementation of new Contact Center applications.
Design and develop IVR Call Flows, Multi-Channel Routing, and other aspects of the Avaya and Genesys Framework.
Demonstrate good understanding of Genesys (CTI) infrastructure.
Maintain and manage Genesys Routing, Framework and reporting.
Assist end users with Genesys Contact Center tools, operations and deploying best practices.
Participate in building the technology roadmaps for Genesys Contact Center and other voice technologies at HSS.
Consult with department heads on ways to optimize customer service delivery.
Assist in the planning, design and implementation and provide ongoing support of complex Avaya Telecom solutions.
Build and maintain relationship with IT vendors and partners.
Provide high level of technical consultation and recommendations to management team to increase effectiveness of organization and technology solutions.
Provide technical support to departments and technical teams to resolve Telecom issues.
Work with other voice and network engineers to translate business requirements into technical specifications.
Desirable skills and experience
7+ years-related experience.
Experience in supporting call center routing strategies and have knowledge of Genesys reporting, URS routing, SIP and GVP technology.
Experience in building Genesys routing solutions in an Avaya PBX.
Familiar with creating customizing reports on Genesys Real Time and historical reporting.
Knowledgeable of Avaya Aura Solutions (Communications Manager, System/Session Manager.)
Works with Avaya Aura Messaging.
Thorough understanding of Avaya Aura Contact Center applications.
Knowledge of SIP technology and connectivity.
Has worked with Quality Monitoring and Workforce Management.
Familiar with large scale IP voice networks.
Familiar with systems managements: Linux and Windows Servers, Scripting, log management, software distribution and patch management processes.
Understanding of documentation standards, network and call flow diagramming.
Demonstrates strong business acumen - excellent communication/presentation skills including public speaking.
Strong project management, interpersonal and leadership skills.
Ability to work independently as well in a team environment.
Ability to communicate well with technical and non-technical users.
Must have excellent computer knowledge and be very familiar working with using Microsoft Office Suite, including Visio and Project.
Senior Contact Center Engineer- 2016-8238
Please email your word copy of your resume.
Boston Services is an Equal Opportunity Employer and uses e-verify to check employment eligibility.
Manhattan, New York, NY, United States of America
Please click apply
2/17/2017 1:04:15 AM
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