Purpose of the job

Leading the development and operation process involves overseeing the entire lifecycle of a project, from initial design and development to deployment and ongoing maintenance, ensuring the project meets its objectives and delivers value.

Duties and responsibilities

• Development which includes Genesys IVR & Routing Applications and PL/SQL
• Genesys operations involve managing and optimizing complex customer experience (CX) solutions
• Effective vendor management involves building strong relationships, setting clear expectations, and monitoring performance to ensure optimal outcomes.
• Effective planning involves setting clear objectives
• Commercial delivery encompasses the entire process of delivering goods or services to customers
• Production support involves maintaining and optimizing live systems, responding to incidents, and ensuring continuous service availability.

Job specification

Education

• Bachelor's degree in computer science or computer engineering.

Experience

• Minimum 10 Years

Skills and abilities

• 10+ years experience in the following:
• Genesys Product Suite v8.x: Framework.
• IRD and Composer Routing; Administrator WFM;
• Pulse/ICONs/Infomart.
• SIP environments experience in GENESYS Engage contact Centre technologies including CTI, SIP and Genesys SIP Server.
• Digital Channels (Twitter- Facebook WhatsApp).
• Chat and Email Channels.
• Call Routing and Historical Reporting(GCXI), Genesys Workspace, Call Recording , VoIP technology, and CRM Integrations and IVR solutions Solid analytical skills.
• problem determination, and resolution recovery processes.
• Experience with Genesys contact Centre technology platforms
• Experience in Java SE is a must and Java EE is a plus.
• Strong experience with Oracle DB and SQL.
• Solid experience in software development life cycle
• Genesys Certificates is a plus. (preferred)
• APIs Integration is a plus.
• Genesys Cloud knowledge is a plus.