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Genesys Design Engineer


Norfolk, VA
Job Code:
  • Engineering
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Job Details

Company ADP USA

Job Title: Genesys Design Engineer

JobID: adp-5000177485406

Location: Norfolk, VA, 23509, USA

Description: 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, Routing and Reporting 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:
* High Availability Designs to ensure seamless processing during application failure or environmental interruption
* Universal Routing including detailed knowledge of Routing Strategy concepts and data integration for enhanced routing
* Multimedia/eServices Platform, focusing on Business Process and Routing solutions. Email Routing, Chat Routing with detailed Integrations via Web API
* 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
* Interaction Workspace, allowing for detailed integrations across Genesys and other client platforms (such as CRM, etc)
* Deep understanding 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.)
* Knowledge of Genesys Workforce Management including routing/reporting implications
* Knowledge 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, eServices, Routing (IRD, Composer), ORS, CCPulse, Interactive Insights/InfoMart, GVP and WFM
* 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

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