Genesys Engineer - Infrastructure
We are seeking a Genesys engineer to support all aspects of the Genesys Customer Interaction Management platform and the associated infrastructure within General Dynamics Information Technology. This position will focus on the implementation, support and upgrade of Genesys components in the enterprise which include self-service, voice, multimedia, routing, and reporting solutions. Experience deploying, configuring, integrating and supporting a breadth of Genesys products is required. Responsible for systems availability, capacity planning, and performance. Must be clear, concise and precise when communicating with peers and management. Expect employee to be able to suggest suitable solutions and clearly articulate pros and cons.Essential Functions:
- Analyze requirements and develop detailed designs for implementationTroubleshoot, determine root cause, and provide irreversible corrective actions to resolve issues related to the Genesys Customer Interaction Management platformParticipate in 24 x 7 on call support rotationAssist with RFPs for new business opportunitiesGenerate or update application and system documentation including testing and integration proceduresCoordinate upgrades and maintenanceProvide detailed reports to management on system status
- Genesys Framework 8.xGenesys Voice PlatformGenesys RoutingGenesys Multimedia (eServices)Genesys Agent Applications (GAD, IWS, & Gplus Adapters)Genesys SIP ServerGenesys Reporting (CC Pulse+, CC Analyzer, & Infomart)VMWareWindows Server 2008MS SQL ServerVLANs, VPNs, QoS, etc.
- Contact center systems architecture and designInformation security as applied to computers and networkAvaya ACDCRM CTI integration experience