Description
Our client, a leading managed service company is currently seeking a Genesys Contact Centre Engineer to join their team based in Dublin on a 6 month contract.
Role/Opportunity:
This role will be responsible for configuring, maintaining, testing and supporting contact centre support systems in a multi-site contact centre environment. Provide input to the development and roll out of a new contact centre solution covering, IVR, contact routing strategies, multi-media inbound and outbound support. Implement required business change to contact centre software in order to support tactical and strategic initiatives led by the business and the contact centre management team. Responsible for optimising the use of the new contact centre solution through continuous enhancement with a view maximising the investment potential. Analyse and correct system errors to maintain and enhance system performance. Design and implementation of new routing strategies, to include call treatments. Researching and resolving routing issues as reported by the business units. Maintenance of existing routing strategies, including (but not limited to) updating of time-of-day controls for business units and associated messaging. Providing support to Business Units for Agent skill/group/login in assignments. Design and Development of Disaster Recovery routing strategies and recovery facilities. Assisting PBX/Telephony team in new client roll outs and transitions. Provide Tier 2 support for CTI applica