Genesys Engineer

Texas  ‐ Onsite
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Description

Genesys Engineer

6 month contract to hire

Houston, TX

No third party resumes

Major fortune 500 company is seeking a highly skilled and experienced Genesys engineer to evaluate, design, maintain, and support the most highly technical and complex aspects of Contact center communications technologies as well as data and voice telecommunication systems.

Responsibilities:

Design, oversee implementation of and maintain highly advanced contact center environment to meet a broad and applications such as call recording and work force management and reporting solutions.

Provides tier 3 support to operational computer networks, telephony solutions and other communications infrastructure that are part of an overall call center solution.

Hands on configuration of all communications equipment including PBX's, Routers, Switches that support contact center operations.

Development of standards to support contact center connectivity.

Design, maintain and support appropriate device connectivity utilizing MPLS, VOIP, SIP, and IPT.

Monitors and performs level 3 network troubleshooting to isolate and diagnose complex network problems in support of contact center solutions.

Provides 2nd and 3rd tier support for call center issues and participates in on call rotation.

Performs system administration of the IVR and ACD infrastructure in the call center.

Works with the contact center administrator to help coordinate implementations and system repairs.

Requirements:

Bachelors Degree or equivalent experience in computer science.

8yrs of experience in voice technologies and networking, including 5 years. of contact center technology support required.

Genesys Certification required.

Genesys v.8.

5 years. of experience configuring and supporting contact center technologies on a converged MPLS data network supporting VoIP and SIP.

IP Networking with specific experience in IT Telephony implementation and management.

Administration in a TDM and IP environment, skill based routing, call vectoring, and announcement management, ISDN trunking, Voice Over IP, digital and IP handset management, IP Softphone, IP Agent, ARS routing, private voice networking and dial plans.

Planning and managing technology as well as Legacy TDM systems.

Configuring and maintaining session border controllers.

Avaya PBXs, voicemail and peripheral systems (CMS, IQ, AES, Session Manager).

IVR/Speech systems hardware and application support.

ACD hardware and application support.

CTI setup, integration and testing.

Workforce Management system configuration and testing.

Agent monitoring and training system configuration and testing.

MPLS and Frame Relay networks.

Current generation Cisco IOS, Switches and Routers.

LEC and LDC circuits and systems.

Vendor management

Start date
n.a
Duration
6 month contract to hire
From
Request Technology-Nancy Hammond
Published at
08.05.2012
Project ID:
360002
Contract type
Freelance
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