Job Description
This position requires a seasoned professional with at least 8 years of experience in CallCenter applications. Candidates must have a very strong background and experience with Nortel IVR, Avaya PBX /AES, Voice Objects IDE, Genesys CTI Framework 7.x/8.x, Virtual Hold, and NICE perform audio/screen voice recording architectures.
Overall responsibility for system availability, Capacity planning, System performance, installation, configuration, software and hardware for Nortel IVR, NICE, Virtual Hold, and Genesys contact center based applications.
Responsible for planning the implementation of new technologies and technology upgrades and consults with application development groups on strategies and architectures. A thorough understanding of operations environments, and expected to be part of on-call rotation.
Primary Responsibilities (Role):
Must have CallCenter experience and understand overall CallCenter concepts
Strong experience in Nortel IVR, Avaya PBX /AES, Voice Objects IDE, Genesys Voice Portal (GVP), Genesys Framework components, Genesys SIP Server, Virtual Hold, and NICE perform audio/screen voice recording architecture.
Exposure to Enterprise Call Routing/Routing Strategy Capabilities, CTI, and T-Server operations.
Experience with installation and configuration of various Genesys Framework components, IVR, Virtual Hold, WFM, and NICE.
Genesys CTI Call Routing/Reporting Professional - Knowledge with Genesys Frameworks 8.x/7.x Routing & Reporting
Genesys Framework (Architecture, Installation, Configuration)
Call Center Reporting using Genesys (CCA, Infomart, CCpulse )
Experience with Genesys Multimedia (chat, email, etc.)
IVR platform installation and application development (GVP, VXML, etc.)
Integration experience with key switches (Nortel, Avaya, etc.)
Strong knowledge of Genesys Infrastructure & Components (T-Server, I-Server, G-Plus Adapters, Avaya PBX, Avaya AES, Avaya CM)
Expertise in Troubleshooting issues via URS Logs, T-Server Logs, Stat-Server Logs, CCpulse.
Coordinate and complete adds, moves, changes of the NICE perform extensions.
Assist with collecting/maintaining NICE perform licenses.
Hands-on experience with Unix/Linux administration.
Qualifications
Frameworks Genesys CTI Framework 7.x/8.x
Strong experience in Nortel IVR, Voice Object, Genesys Framework components, CME, Genesys SIP Server, Virtual Hold, and NICE
Understanding of Infomart detail data and how it is populated within the Info Mart data model.
Develop reports with business intelligent tool, including business objects.
Genesys Infomart, Work Force Management- any 8.x experience preferred
Experience with Genesys Framework, Call Routing, Stat Server, CCpulse , call Center Analyzer (CCA), and Advisor
Business objects universe Design
Knowledge of advanced SQL and Oracle Databases
Preferred Genesys Certified
Preferred Nortel/Avaya and NICE Certified
Knowledge of Genesys ICON
Genesys Multimedia (chat, email, etc.)
Knowledge of Siebel Softphone
Extensive Genesys reporting and support experience within a large contact center enterprise
Participate in after-hours on-call rotation to provide support for NationalCallCenter
Industry: Financial Services
Discipline: Electrical/Electronic Engin.
Experience: 8 - 10 Years
Compensation: 100K-250K
Company: TIAA-CREF