Genesys Engage Routing Developer

Genesys Engage Routing Developer

----------

Role Summary:

Routing Developer is responsible for expert technical hands-on implementation of Genesys routing solutions and knowledge sharing with the team. The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, Web, Email, Chat, Callbacks, Outbound, SMS, etc)

Responsibilities / Job Duties

In this role, the primary responsibilities include (but are not limited to):

Application Design, Development, Integration, Test & Documentation in Genesys Composer, IRD & JavaScript

Ability to architect routing designs and development for new solutions based on business/product requirements.

Provide troubleshooting and resolution for complex implementation issues within the project plan and strategy.

Provide L3 support for Production Issues

Manage Code and Configuration in Source Control consistently & effectively.

Ability to prioritize issues effectively and meet tight deadlines when required.

Collaborate with Product Managers, BSAs, Architects and Engineers to design and develop enterprise level routing application.

Clear understanding of reporting schemas and impacts to reporting with respect to routing changes.

Provide expert guidance & knowledge and perform code reviews with team members.

Perform Genesys upgrades to routing environment.

Keep updated on new Product features, capabilities and industry trends in Customer Service

Manage Releases, Code and Configuration Migration to multiple environments.

Manage multiple projects of varying size and technical complexity; Ability to focus on the details without losing sight of the bigger picture.

The position requires a good level of teamwork and the ability to relate well with Customers and Partners; ultimately, the position requires the ability to work in complex projects and the ability/maturity to take decisions inside his/her responsibility.

Required Qualifications

At least 4 years’ extensive & core experience developing Genesys call routing strategies using Genesys development tools with at least 2 of those years working with Composer.

Extensive experience in contact center operations, contact center technologies, and contact center strategies.

Specialist in a minimum of 3 Genesys products (i.e. Framework, Composer, ORS)

Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound. eservices experience preferred a must.

Extensive knowledge in Genesys rule authoring tool (GRAT), Genesys rune engine (GRE)

Expertise on developing strategies based on Service Level, Database driven, Skill based, threshold or Multi Site criteria.

Experience converting IRD to ORS Routing Strategies.

Experience with web capture points.

Having "Inbound Voice 8.x Developer" or "Composer Routing 8.x Developer" certification is an advantage.

Good troubleshooting and log reading skills are a must.

Either a formal education in Software Engineering and/or Telecommunication on a bachelor level or equivalent based on job experience.

Good understanding of large enterprise architecture and experience with global scope and scale

Experience with Web Services like Tomcat

Conceptual understanding of CRM solutions

Ability to do Knowledge transfer & provide guidance to team members.

Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset.

The role requires good interpersonal communication and presentation skills, and the candidate should be keen to work in a diverse and multicultural environment.