Genesys/IVR Developer

US Tech Solutions; Berkeley Heights (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

A global staff augmentation firm is seeking an experienced professional with over 8 years in call center applications, focusing on Genesys frameworks. Candidates must have significant expertise in call routing, IVR, and CTI, alongside strong troubleshooting skills and current Genesys certifications. This role involves analyzing complex solutions and participating in design efforts, ensuring integrations with various systems function smoothly.

Qualifications

• 8+ years of experience in call center applications.
• Strong experience in Genesys Framework and components.
• Must possess current Genesys certifications.

Responsibilities

• Analyze and troubleshoot call center applications.
• Implement complex solutions involving Web Services.
• Participate in design and communicate design approach.

Skills

TDM/VoIP routing protocols

Call Center concepts

Troubleshooting

Genesys Voice portal

Web Services

Nuance speech engines

Education

Genesys certifications

Tools

Avaya CMS

Job description

US Tech Solutions is a global staff augmentation firm providing a wide-range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit our website www.ustechsolutions.com.

We are constantly on the lookout for professionals to fulfill the staffing needs of our clients, sets the correct expectation and thus becomes an accelerator in the mutual growth of the individual and the organization as well.

Keeping the same intent in mind, we would like you to consider the job opening with US Tech Solutions that fits your expertise and skillset.

Job Description

1. 8+ years of intensive experience in call center applications specifically CTI, IVR, call routing and integration with ACD and dialer systems
2. Must have Call Center experience and understand overall Call Center concepts
3. Strong experience in Genesys Voice portal (GVP), Genesys Framework, Genesys SIP Server, Genesys Stream Manager, and Genesys Agent Desktop (GAD).
4. Strong experience on analysis of SIP messages and T-lib events. Expertise in Genesys clients likes CME, SCI, GA, OCM and IRD.
5. Expertise in Trouble shooting the issues by analyzing the Logs.
6. Experience with installation and configuration of various Genesys framework components.
7. Have in-depth knowledge and working experience in Voice networks and the various elements (switching, signaling, intelligence network, messaging, directory, notification, etc.).

Qualifications

1. Strong experience in TDM/VoIP routing protocols call processing (SS7, ISDN, SIP)
2. Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations.
3. Experience with implementing complex solutions involving Web Services, SOA, VXML and Voice Objects.
4. Working knowledge of Avaya CMS for trunk group reporting, vectors for call delivery and integration with Genesys.
5. Huge plus if has a strong experience on integrating Genesys with PegaCTI link server
6. Experience with Nuance speech engines (ASR/TTS) and tools with an emphasis on Nuance OSR, Recognizer v9, RealSpeak 4.x, and Speechify
7. Able to be an active participant in design and communicate design approach.
8. Should possess current Genesys certifications. Certified System Consultant for Genesys SIP Server, Certified System Consultant for Genesys Voice Platform 8.1.