Description
Title: Genesys/CTI Telephony Integrator - IVR
Location: Pennington, NJ
Type: Contract
Duration: 7 months
Summary of Position/Responsibilities:
Our client, a leading financial institution, seeks a Nice Call Recording Specialist/CTI Telephony Integrator. The Solutions Integrator is responsible for the strategic evolution, oversight and project/tiered-production support of the Enterprise for contact center and branch office telephony. In partnership with development teams for IVR, CPV, Smarts, CTI UI and other technology groups, the solutions integration team will work to provide creative, innovative and efficient technology solutions to enable greater business results.
The Enterprise for call center and branch office telephony is comprised of but not limited to the following technologies:
Interactive Voice Response (IVR) and integration points to all back-ends (CTI, HUB, MME, RDR etc.)
Computer telephony integration, Genesys CTI Framework and related applications (Universal Routing Server, WFM, Infomart etc).
Cisco CM specific to ATP in the Retail branches.
Avaya CM ACD/Telephony platforms.
Aspect (Rockwell) Spectrum and its adjuncts.
3rd party integrated solutions such as IVR Back End data sources, CTI integration with call center desktops (CPV, Smarts, WMTP), Etalk & NICE call recording, Siebel & Sales Force.Com CRM, and other integration points in support of the contact centers and branch offices.
Responsibilities include:
Ensuring that enterprise platform solutions are implemented as scalable, high performance, fault tolerant and highly available to ensure no impact to up time availability as platforms and SLAs dictate.
Ensure platforms are maintained to current supportable versions and are in compliance with company and industry standards.
Ensuring platform solution adherence to standards for architecture, engineering, compliance, network, security, testing etc.
Ensure that platform configurations are suitably documented in team, shared and corporate repositories including AIT, E2E and share-point for team access. This includes application, server, Firewall, network IP and touch-points for front/Back End integrations with other systems.
Managing and mitigating potential risk for scheduled, unscheduled impacts, maintenance.
Tier-support role as part of overall Operations in the contact center and ATP in conjunction with Operations, ET&D, SWAT, Incident management etc.
Support through the appropriate process/channels for Program Management, CTS, ET&D, and other development and Back End providers as needed for project, tiered production support and mandated initiatives.
Support and communication through the appropriate process/channels for Incident management.
Support and communication through the appropriate process/channels for change management of production systems.
Help define process improvement for all of the above.
Candidate Qualifications:
Knowledge of telephony applications/platforms for PBX, ACD, IVR: Avaya ACM, Cisco CM, Tellme IVR, Advanced toll-free services.
Solutions Integration experience in the Enterprise contact center with all of the above.
Experience with the core Genesys CTI framework, CIM & insights 7.x or higher in a multi-site environment.
Knowledge of development concepts and tools such as .Net, Vxml, GIS, GAD, Plat SDK, ActiveX, Genesys T-Lib based app.
Experience with the peripheral Genesys Suites, including WFM, CCA, Call Con, GVP, GIS, OCS and Info Mart.
Understanding of computer networking concepts.
Strong knowledge of software installation and distribution technologies and methodologies.
Experience with deploying and integrating through formal productive delivery channels, release concepts.
Familiarity with VoIP, including deployment best practices, limitations and integration with third party systems.
Knowledge of SIP and its benefits in both a multi-site contact center, as well as a branch office environment.
Expert knowledge of IVRs, .Net, VXML and CTI applications in an integrated IVR environment.
Advanced knowledge of troubleshooting platform and/or network issues in conjunction with broader efforts and cooperation with other technology teams.
Excellent verbal and written communication, interpersonal and customer service skills.
Strong organizational skills.
Ability to work independently, taking initiative, displaying self motivation and dedication.
Ability to work in a team environment with a consistent process oriented methodology.
MOST IMPORTANT EXPERIENCE:
Genesys CTI.
Call Recording experience.
Call center background.
Operations background.
* W2 only; No third party or 1099 candidates.*
Application Requirements- Client will not accept subcontractors
- Telephony
- Call Center
- Cti
- Medical
- Dental
- Vision
- and Life Insurance for Full-time W2 Consultants. Supplemental Disability and Long-Term Care Insurance
- Dependent Care Assistance. 401(k) with Roth feature. Free E-learning Courses.