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Design Engineer IV


Norfolk, VA
Job Code:
  • Engineering
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Job Details

JobId: 132563
Job Title: Design Engineer IV
Location: Norfolk, VA
Category: Technology
Employment: Full-Time
Open Date: 2017-06-12T06:10:04Z Close Date: 2022-06-11T00:00:00Z


ADP is searching for a Genesys Contact Center Design Engineer. The position is primarily focused on the analysis, design, configuration, implementation, and support of Contact Center Application, Reporting and Routing Frameworks. This role will balance the stabilization/evolution of the ADP Contact Center Technology Portfolio as well as leveraging the Platforms to deliver Business Solutions to our Contact Center Clients. Knowledge of Contact Center Technologies, particularly in the Genesys Product Suite v8.x, including:
  • Extensive experience in CCPulse and Interactive Insights/InfoMart Reporting, focused on detailed design capabilities and focused on ensuring reporting solutions are standards-based, allowing for similar reporting and results from all reporting components
  • Universal Routing including a working knowledge of Routing Strategy concepts and data integration for enhanced routing
  • Knowledge of Multimedia/eServices Platform, focusing on Business Process and Routing solutions. Email Routing, Chat Routing with detailed Integrations via Web API
  • Interaction Workspace, allowing for detailed integrations across Genesys and other client platforms (such as CRM, etc)
  • Knowledge of Genesys Workforce Management including routing/reporting implications
  • High Availability Designs to ensure seamless processing during application failure or environmental interruption
  • Familiarity of Integration points, such as Avaya Platforms, ensuring seamless overall solution knowledge (e.g., AES Interface, ACM features/functionality, SIP, Avaya Communication Systems platform and products, etc.)
  • Familiarity of Virtual Hold Platform and detailed integration points in a Genesys/Avaya deployment

Qualifications / Requirements:

At least 5 plus years of experience. Specific activities and background required for this position include:

  • Genesys Product Suite v8.x: Framework, Interactive Insights/InfoMart, CCPulse, Routing (IRD, Composer), eServices, ORS, WFM and GVP
  • Must be well rounded with experience in multiple Contact Center Technology domains including CTI, SIP Server, Call Routing, VHT, CIMplicity Desktop, Call Recording, VoIP Technology and Self Service solutions
  • Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps
  • Genesys training and certifications preferred
  • Ability to perform redundancy/Disaster Recovery Planning
  • Solid Analytical Skills, Problem Determination and Resolution Processes
  • Excellent Oral and Written Communications
  • Ability to Work Under Pressure
  • Flexible and Professional
  • Solid Organization Skills
  • Excellent interpersonal skills; team player
  • 5-10% US Travel
  • Bachelors degree



Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the \"Most Admired Companies\" by FORTUNE® Magazine, and recognized by Forbes® as one of \"The World's Most Innovative Companies,\" ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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