Hexaware - Genesys Software Implementation

Hexaware - Genesys Implementation

Job Description :

- Experience and extensive knowledge of call center environments and routing with specific knowledge and experience with Genesys PureEngage applications and routing

- Experience with Genesys platform including but not limited to the design, support and implementation of Omnichannel routing and associated features.

- Maintain a high proficiency with other Genesys and related products (OS, database, switches, connectors/adaptors and call recording products).

- Proven experience in the operation of all Voice Applications (call routing, desk and soft-phones, voice mail, digital voice recording, etc.)

- Experience supporting and troubleshooting AudioCodes Session Border Controller platform

- Implement SIP trunking and SIP endpoints in a complex networking environment

- Ability to perform advanced SIP debugging with Wireshark and other tools. Capture and analyze SIP and RTP traces to isolate and resolve issues

- Strong knowledge of VoIP, networking, and security (SRTP/TLS) concepts

- Proven strong customer relations proficiency

- Work closely with key partners (such as Genesys) to learn product roadmaps for PureEngage and market trends that can be used to assist customers with their own strategic roadmaps.

- Desire to be in a fast-paced large enterprise telecommunications environment

- Strong skills with written and oral communication with all levels of staff, management and clients as well as organizational, time management, and documentation

- Accurate and prompt handling of Telecom administration work and solving of related issues

- Be on-call as needed for outages and conferences with clients

- Serve as a technical escalation point and design authority for Genesys CX solutions

- Gather information and requirements from customers and partners to formulate architectures around supported solutions.

- Avaya Systems knowledge to include the G430/450's, S8300's, Modular Messaging, Message Application Servers, and Message Storage Servers -> Nice to have

- Familiar with Change Management processes

- Experience with Ticketing Systems such as Service Now

- Strong PC skills to include proficiency in Microsoft O365, Internet and webinar applications.