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
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.