Genesys Engineer/Architect - Full-time / Part-time

Genesys Engineer/Architect - Newark, DE
Develop & customize Genesys technology infrastructure, expanding platform operations using Genesys Framework and IVR components.
Upgrade Genesys Components, TServer, ConfigServer, in a Test and Production Environment.
Configure, test and debug the routing configuration, or enhancements to existing software within the Genesys Framework.
Translate and communicate business processes to applicable requirement types (functional, technical, etc.).
Resolution of escalated Level 3 issues, reduce Time to Repair, Proactively mitigate issues.
Convert queries/match data with callcon.
Add custom tables to the ETL to get user data/attach data at every segment of the call unless the fact tables can be tuned to capture all the segments.
Document and explain data discrepancies, specifically in cases where data is present in callcon but not in GIM.
Identify and assist with implement routing changes as required, to achieve end state reporting.
Assist with creating custom configuration tables to extract agent intraday reporting.

Additional Skills:
10+ years of experience in Genesys Applications.
5 years of hands on Genesys Framework.
5 years of hands on Genesys CTI Routing.
5 years of Call Center experience in supporting telephony applications and reporting.
3+ year Genesys Reporting including CCPulse, CCAnalyzer and CME.
Preferred experience in a large complex environment.
Thorough knowledge of 8.X framework Genesys.
Strong configuration background combined with reporting and analytics for Genesys systems and peripherals.
Experience with routing, workflow, design, development and test to support CTI.
Must have demonstrated knowledge of carrier technologies, including AT&T and Verizon, for network-based solutions.

Experis is an Equal Opportunity Employer (EOE/AA)