Contact Center Expert

* Good knowledge of Genesys Framework, GA, GAX GIR, GVP (RM, MCP, Reporting Server), Composer,
SPEECHMINER, NUANCE.
* Experience with installation and configuration of various Genesys framework components
* Deploying Call recording system GIR, Interactions & Analytics in Speechminer
* Duties cover installation, configuration and support Genesys Platform.
* Good in understanding contact center solution and architecture
* Configuring, Monitoring and Control of Genesys solutions in a Contact Center
* Good experience on analysis of SIP messages and T-lib events.
* Experience using GAX /GA /CME for configuration creation/modifications
* Expertise in Trouble shooting the issues by analyzing the Logs.
* Developed call flow using composer 8.x, IRD and Genesys Intelligent Automation (speechstorm)
* Installed and configured Outbound Contact Server, SIP server, Media Control Platform and
Resource Manager on windows and Linux server.
* Good in understanding inbound architecture and GVP components.
* Provisioning Workforce Management related Consultancy Services to the Genesys Customer base.
(Forecasting, Scheduling, Adherence, Reporting)
* Knowledge on scripting of Voice XML using composer and Speechstorm
* Strong experience in integration with various 3rd party servers and tools (nuance (ASR/TTS),
recording server, zoom, Verint, salesforce)
* Strong PC, networking, operating system and server administration skills (Windows, Linux,
VMware, Networking)
* Encrypting applications using TLS/SSL (.pem/.pfx etc certificates)
* datbasecassandra, sql, oracle

Responsibilities:
* Supervising the network changes on Switch and planning & organizing entire project activities:
Change Management, Service Desk Management and Configuration Changes.
* Implement, modify or remove Trunk groups, TDM to SIP migrations with AT&T, Comcast, century
link, level3 peering partners Plexus.
* E.164 Number to URI Mapping (ENUM) in the Samsung WSS pairs.
* Working on legacy and VOIP switches for Sprint Network.
* Also helping In solving/troubleshooting issue of Trouble ticket on Samsung, lucent, Ericsson
Nortel NV switches and any configuration changes on SAMSUNG switches.
* Handling SS7, SIP call flows, working on call traces and making network changes.
* Capturing live call traces and analyzing issues in network and providing solutions
accordingly.
* Undergone 3 months Translation based Video Conference Training on 4G Switches involving
different tools from U.S. Ericsson.

Activities done -
* SIP TG ADD/DELETE
* Trunk group delete (TDM disconnect)
* Routing Built/Modify
* TDM to SIP Migration
* Trouble tickets (Handling SIP call flows, VOIP call traces, working on call traces)