Client is looking for more of automation experience

Programming/automation

Candidate should have programing exp with Genesys 

Responsibilities:

Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts

Serves as resident expert capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artefacts for implementation

Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis

Perform unit and quality assurance testing

Support customer acceptance testing activities and troubleshoot/correct any issues

Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as needed

Required Skills/Qualifications:

Have a comprehensive telephony background and thorough understanding of SIP, VoIP, & QoS

Experience in chatbots (Lex, Dialog Flow and Nuance)

5 years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments

Experience administrating and supporting 

Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts

Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)

Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers

Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics

1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions

Understanding of business processes and how they relate to customer experience technology

Strong architecture & systems planning skills

Well versed with omni-channel technologies

Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management

Preferred Experience:

Genesys 

Expertise in Pure

Expertise in Chatbot

Expertise in Architect flows

SIP and H323 troubleshooting experience

Development skills/certifications

Java/JavaScript

HTML

REST WEB Services

Microsoft SQL Server

Web-services, 3rd party APIs