Calling Referral for Genesys IVR and CTI Professionals!!

Contact Person:  WAJID.Send your resume to WAJID
Contact #:

LOCATION:  Bangalore
AREAS:  Genesys IVR - CTI Engineers
EXPERIENCE, CHARACTERISTICS & KEY SELECTION CRITERIA:

Genesys IVR CTI Engineer

Responsibilities:
  Experienced in the Call Center domain and understanding of  Call Center
  Business
  Primarily responsible for support and maintenance of Genesys routing
  configuration, Genesys Voice Portal, Genesys Outbound Contact Solution,
  CTI, and reporting platforms
  Subject Matter Expert in optimal call routing and CTI integration
  strategies
  Support Systems Analysis during the Implementation Life Cycle for Call
  Center Applications
  Collaboration with Systems Analysts to translate technical requirements
  into Technical Specification Design documents
  Manage and balance multiple projects and tasks in order to manage to
  deliverable dates and must work with customers, project managers and
  stakeholders to insure a robust, stable routing and reporting
  environment is maintained
  Conduct unit testing on new development initiatives within Genesys
  applications to insure a seamless implementation of enhancements into
  the production environment
  Create comprehensive documentation for hand-off of new code development
  and configuration and/or application and infrastructure enhancements to
  QA and Implementation Teams
  Support QA and User Acceptance Testing efforts to provide guidance and
  defect resolution
  Provide Tier 3 production support to insure resolution of issues within
  defined Service Level Agreements
  Consistently delivers high-quality services to customers
  Maintain updated documentation of Genesys routing, self-service
  applications, and application versions and configuration
  Engage appropriate vendors to conduct upgrades and enhancements to
  Genesys CIM components
  Comfortable in an environment of rapid change and ambiguity with the
  ability to make decisions while understanding the risk
  Provide ongoing direction and analysis of trends and opportunities
  Able to work in a complex environment, Global/International experience
  and the ability to work across cultures and time zones

Requirements:
  Experience in delivering Call Center capabilities to align and meet
  business objectives
  Bachelor degree with an emphasis on IS/IT or BA majors or minors or
  minimum of 5 years of progressively responsible positions in Genesys
  Contact Center routing, reporting, and infrastructure support
  Working knowledge of VoIP technology, MPLS networking, and Media Gateway
  interoperability
  Ability to effectively manage relationships with vendor support groups
  and internal technology and security teams
  Increase knowledge of contact center technologies and pro-actively
  engage appropriate technology teams to provide enhanced services to our
  business lines
  Understand the company’s business strategies, competitive environment
  and industry trends
  Good interpersonal and collaboration skills are considered essential to
  the position
  The individual will be called upon to work with broad spectrum of
  individuals in varied settings across the organizations
  Experience and understanding of Code Development Life Cycle

Technical knowledge and understanding of the following Software(s)
  Rational Software (Req pro, Test Manager, Clear Quest, Clear Case,
  Rose), Microsoft Office, Microsoft Project, Microsoft Visio, Genesys
  Configuration Management Environment and/or Genesys Composer, Genesys
  Interaction Routing Designer and /or Genesys Composer in addition to
  Genesys Voice Portal, Genesys SIP Server, Genesys Stream Manager, and
  Genesys Reporting solutions i.e.: CCPulse/Informium Advisor, and
  ICON/InfoMart

Key Skills:
  Genesys Voice Platform (GVP IVR)
  Genesys CTI - CME, SCI, IRD
  Dot Net, Java, Voice XML
  Databases - MS SQL 2000 and or Oracle
  Knowledge in Eclipse
  Knowledge in Nuance ASR, TTS, OSA
  Basic Knowledge in C programming
  Knowledge in UNIX

Nice to have:
  AVAYA, Nortel, and Cisco Call Manager switch programming and CTI Link
  interfaces.
  Siebel CRM, web-based and various desktop integrations with Genesys
  GPlus Adapters and Development SDK’s

Candidates must have at-least 2 years of hands-on experience with Genesys
IVR and CTI products to qualify for submission!