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Information Technology
PS24056 Requisition #
This position will focus on deliverables related to the creation of a large, enterprise contact center solutions. This resource
will act in two roles throughout the project:
1) Resource will be expected to complete and/or lead the completion of detailed design for Outbound, GVP solution and
architecture documents including Visio diagrams, infrastructure kit lists, security plan definitions, and similar technology
architect activities.
2) In addition, the resource will lead the build and installation of the new Genesys components in the lab / production
environment. This may include installation and/or configuration of Genesys software components and integration-related
activities with the network, telephony and application teams.
Primary duties:
- Develop Architecture standards for enterprise contact center solution.
- Evaluate next gen technology within contact center area.
- Create end to end Voice architectural diagrams and documentation
- Installation/configuration and/or development of Genesys CTI platform
- Develop design standards for contact center projects.
- Act as Mentor to junior resources.
- Build the routing design
- Design, Build and Implementation of contact center solutions.

Requires an BA/BS degree in related field or technical institute training; 5 or more years related experience; multi-platform
experience, and expert level experience with business and technical applications; or any combination of education and
experience, which would provide an equivalent background. Incumbent should also have the ability to mentor others, and
provide troubleshooting support. Multi database and/or multi language preferred.
• Professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework,
Genesys Outbound Contact Center, Genesys GVP, URS, Genesys HA architecture, Chat and Email Routing.
• Experience in developing routing strategy and IVR application with Genesys composer
• Strong, broad, experience with Enterprise advanced converged communication & VoIP / IP Telephony systems
• Strong experience including installation/configuration and/or development of Genesys CTI platform
• HA architecture, Voice Routing, Multi-Channel Routing.
• Knowledge and experience of Genesys SIP Server.
• Genesys Certification
• Genesys Data Mart, Infomart, Interactive Insights, CCPulse, Stat Server, Interactive Insights.
• Effective problem solving skills, the ability to analyze and resolve application and business problems of high complexity
• Willingness to learn and meet challenges
• Ability to effectively communicate with clients and end users
• Ability to manage multiple, deadline-driven priorities
• Strong demonstrated background in following ongoing technology innovations in technology and customer
• Knowledge and experience with Avaya ACD (EAS), CMS, Vectoring, Variables deployed on Avaya’s Communication
Manager Platform is preferred but not required.
• Experience with Healthcare industry

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