The company is looking to solve issues related to call center applications, specifically CTI, IVR, call routing, and integration with ACD and dialer systems, by leveraging expertise in Genesys technologies and voice networks.
Requirements
- 8+ years of intensive experience in call center applications specifically CTI, IVR, call routing and integration with ACD and dialer systems
- Strong experience in Genesys Voice portal (GVP), Genesys Framework, Genesys SIP Server, Genesys Stream Manager, and Genesys Agent Desktop (GAD).
- Strong experience on analysis of SIP messages and T-lib events. Expertise in Genesys clients likes CME, SCI, GA, OCM and IRD.
- Experience with installation and configuration of various Genesys framework components.
- Strong experience in TDM/VoIP routing protocols call processing (SS7, ISDN, SIP)
- Experience with implementing complex solutions involving Web Services, SOA, VXML and Voice Objects.
- Experience with Nuance speech engines (ASR/TTS) and tools with an emphasis on Nuance OSR, Recognizer v9, RealSpeak 4.x, and Speechify
Responsibilities
- 8+ years of intensive experience in call center applications specifically CTI, IVR, call routing and integration with ACD and dialer systems
- Strong experience in Genesys Voice portal (GVP), Genesys Framework, Genesys SIP Server, Genesys Stream Manager, and Genesys Agent Desktop (GAD).
- Strong experience on analysis of SIP messages and T-lib events. Expertise in Genesys clients likes CME, SCI, GA, OCM and IRD.
- Expertise in Trouble shooting the issues by analyzing the Logs.
- Experience with installation and configuration of various Genesys framework components.
- Have in-depth knowledge and working experience in Voice networks and the various elements (switching, signaling, intelligence network, messaging, directory, notification, etc.).
- Experience with implementing complex solutions involving Web Services, SOA, VXML and Voice Objects.
Other
- Must have Call Center experience and understand overall Call Center concepts
- Able to be an active participant in design and communicate design approach.
- Should possess current Genesys certifications. Certified System Consultant for Genesys SIP Server, Certified System Consultant for Genesys Voice Platform 8.1.
