Description
Genesys Technical Design Authority - Major Blue Chip - IrelandOnsite resource required to support customer with their Genesys Contact Centre
Possess Genesys certifications GCP-CIV (Consultant Inbound Voice ) and/or GCP-DIV (Developer Inbound Voice)
At least 3 years' experience working with Genesys version 7.x or 8.x in a multi-site call centre environment.
Fully proficient with Genesys GUI applications, CME, SCI,IRD,DMA.
Ability to interpret existing routing strategies and develop new ones as required.
Experienced with historical reporting (CCA or Infomart), and Real Time using CCPulse.
Experience of working with business units to assess routing, reporting requirements, and possess an ability to map business to technical requirements.
Ability to multi-task with inter-departmental/multi-site projects.
Experience of performing application upgrades and applying Hot Fixes in a production environment.
Exposure to Genesys multi-media (email/chat) would be advantageous.
Strong process and architecture documentation skills using Visio and MS Word.
Database skills and an ability to construct SQL queries would be a plus.
PBX configuration skills, preferably Avaya Blue(Nortel).