Sr. Supervisor, Genesys/ IVR

Orange - Egypt - G\u00edza

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.
Post date: Today
Publisher: Orange jobs
Post date: Today
Publisher: Orange jobs