Infrastructure Engineering Sr Advisor (Genesys IVR) - Bloomfield, CT or Remote
Job title: Infrastructure Engineering Sr Advisor (Genesys IVR) - Bloomfield, CT or Remote in Bloomfield, CT at ERPMARK
Company: ERPMARK
Job description: Role : Infrastructure Engineering Sr Advisor (Genesys IVR)Location: Bloomfield, CT(Onsite preferred, but Remote/work-from-home is also an option)ContractSpecial Project - ACT Avaya to Cisco migration
- 7 to 10 years of experience on Genesys architecture including inbound, outbound voice, chat, SMS, and email.
- Advanced Contact Center Call Flows and script design.
- Good knowledge for Genesys workspace desktop, including desktop design and (attached data) screen pop integration.
- Basic knowledge of Avaya and Cisco end point integration.
- Must have experience in Genesys Voice, Email, SMS, and Chat Routing.
- Designed and implemented complex call routing strategies within Genesys 8.5, optimizing call flows to improve customer service and reducing call handling times.
- Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.
- Must have experience in Genesys services including Voice, Email, SMS, and Chat Routing.
- Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.
- Advanced Contact Center Call Flows and script design preferably with Cisco, Avaya and Genesys platforms
- Genesys eservices
- Genesys Framework (CME)
- Genesys Routing Design
- Genesys IVR
- Genesys Web Services (GWS)
- Orchestration Routing Solution (ORS)
- Composer
- Interaction Concentrator
- CC Pulse
- GVP 8.5
- SIP, MCP
- Windows
- Linux
- SQL Server
- Oracle
- Cassandra