Hired by Matrix, Inc. Sr. Genesys IVR Architect in Franklin Lakes, New Jersey

Sr. Genesys IVR Architect

Job Type:Scout

Job Location:Franklin Lakes

NJ

Job Description:

Position Summary

  • This is a new role utilizing leading edge IVR technology on a growing team

  • The Sr. Genesys Architect will lead the design, engineering and support of scalable and reliable IVR systems that align to the Voice Architecture Roadmap.

  • Responsible for supporting the Genesys Software platform, as well as the expansions and implementation of new Genesys products.

  • Genesys is the primary software component of our contact center solution. It includes interaction routing, IVR, predictive dialing and reporting using voice, texting, email, chat and other channels.

  • Genesys environment includes: Routing, SIP Server, eServices (email/SMS), Knowledge Manager, Outbound Contact, Proactive Notification, T-Server, GVP IVR, Stat Server, Infomart, Reporting, CCPulse, Genesys Administrator/GAX, GAX Pulse, Genesys Agent Desktop, Genesys Rules Engine, Genesys Rules Authoring Tool, Genesys Survey Solution, Orchestration Server, Interactive Routing Designer, Genesys Mobile Engagement, Versions 8.X+.

Responsibilities

  • Troubleshoot and resolve issues related to Genesys products as a result of alerts or customer complaints. This includes identification of root cause and prevention measures.

  • Prevent issues through upgrades, patches of Genesys products, and coordinate upgrades and patches of dependent products.

  • Participate in Implementation and support expansion and new Genesys Initiatives.

  • Train onshore and offshore resources on a variety of Genesys maintenance activities.

  • Reviews and approves change controls and implementation plans.

  • Participate in 24X7 on call support rotation.

  • Requires interaction with users, and management and must communicate well with all.

Qualifications

Experience

  • Advanced understanding of high availability Genesys/telephony products. Genesys IVR required

  • Understanding of phone automation/screen pop software built via platform SDK (development not required)

  • Experience with large scale Genesys deployments (10,000+ agents)

  • Systems monitoring/automation of monitoring

  • Advanced troubleshooting

  • SIP

  • Acme SBC

  • AIX/Unix/Linux OS

  • Windows server 2008/12 OS

  • Windows/Unix shell scripting

  • Understanding of general telecommunications

  • Nuance Real Speak TTS and Nuance Recognizer 10

  • Avaya PBX/ACD preferred

  • Empirix Hammer preferred

  • Core Java development experience preferred

  • 8-12 years of experience with a Bachelor’s degree in Information Systems or related field, or 14-18 years of experience without

  • 10+ years’ experience in a large-scale, multi-platform, multi-tier processing environment, preferably 2 years at ESI

  • Thorough knowledge of programming concepts, procedures and practices

  • Detailed knowledge of programming languages, especially Java is preferred

  • Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex architectural issues with innovative solutions

  • Demonstrated ability to prioritize work load and meet project deadlines

  • Willingness to work a flexible schedule to accommodate project deadlines

  • Certified Genesys Engineer in one or more of the following areas preferred:

  • Genesys Voice Portal (8.x+)

  • Genesys Outbound Suite (8.x)

  • Genesys Proactive Notification (8.x+)

  • Genesys eServices suite (8.x+)

  • Genesys Framework / CIM (8.x+)

  • Genesys Infomart (8.x+)

  • Genesys Communication Manager (8.x+)

  • Genesys Mobile Engagement (8x+)

  • Genesys SIP Server (8.x+)

Please submit your resume for consideration. Once submitted, feel free to contact Rahul at 630-580-0309 for additional information.

Approx. Duration: Perm

About Hired By Matrix

Hired by Matrix, Inc. is a full service staffing and recruiting company that enables Fortune 200 and mid-market companies nationwide to achieve their strategic goals. Founded 29 years ago by CEO Sharon Olzerowicz, Hired by Matrix distinguishes itself as an exceptionally reliable partner whose industry knowledge and continuous pursuit of excellence allows the company to deliver the caliber of professionals who become our clients' most important assets. Our responsiveness, tenacity and know-how apply to all service delivery channels, from corporate procurement executives and hiring managers to Managed Service Providers (MSPs).

We recruit for a variety of job types including IT, Finance and Accounting, Administrative, Marketing, Clinical/Scientific & Human Resources. Our team of expert account managers along with our recruiters who specialize in a range of capabilities and niche disciplines, collaborate closely with our clients to understand their needs, corporate requirements and company cultures. Using this information, our teams build robust, fully customized pipelines of highly-qualified contract professionals that we manage, motivate and monitor throughout the life of the assignment resulting in successful matches, long contracts and repeat business.

Hired by Matrix offers our contract professionals competitive salaries, benefits after 60 days and a 401k option after one year.

Equal Opportunity EmployerWBENC CertifiedWOSB Certified

CEO Sharon Olzerowicz serves on the WBENC Board and is a long-standing member of the Forum Governing Group.