The successful candidate would join a team of 6 10 developers working in the customer service space to deliver new omnichannel functionality to both customers and contact center agents. This specific role will provide support for all Genesys PureConnect products including Dialer, Interaction subsystems, and handler development.
The candidate will need to be able to make progress in a fast-paced environment with little oversight.
Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers.
Assertive leadership, Agile (scrum) experience.
Ability to take a requirementdocument, work through any ambiguity and follow through to implementation
Strong analytical and problem-solving abilities.
Ability to understand complex architectures and be comfortable working with multiple teams
Strong work ethic and a team player
Ability to conduct performance analysis, capacity management and troubleshoot large scale distributed systems
Enthusiasm toward technology, willingness to learn
Have a comprehensive telephony background and thorough understanding of SIP, VoIP, & QoS
5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments
Experience administrating and supporting PureConnect 2017 r4 2019 r1
Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
Demonstrated experience supporting large contact centers with a knowledge of best practices
Proficiency with telephony-related networking fundamental (VoIP, SIP, QoS, etc.)
Experience with Twilio / Twilio Flex
SQL Server experience
Oracle database experience
Web-services, 3rd party APIs, tools like Postman, SoapUI & Fiddler
WEB API, RESTful services
.Net Core, Entity Framework Core