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Genesys Engineer
Job Code: OBOX:2730

SUMMARY High level objectives.
This role interacts with various teams inside AA and vendors and is responsible for designing and developing routing strategies and list objects to ensure optimal performance. Requires continuous interaction with IT leads and executives to ensure contact center processes are sustainable, repeatable, and predictable.

RESPONSIBILITIES Tasks, functions, deliverables, etc.
• Design, develop, document, and implement standard, integrated call handling processes
• Integrate SIP methodologies into strategy development
• Develop and administer quality reviews of processes / tools to support standard offer
• Incorporate outbound capabilities using GVP and Proactive Contact
• Administer changes and database modifications through GA or CME
• Collaborate with infrastructure technology and management to define and document strategies and standard processes
• Develop and maintain usable standard repository
• Align with and support cross Business Unit process initiatives

Bachelor’s degree plus six years’ experience directly related to role responsibilities or an equivalent combination of education, training and experience.
Directly related education, training and experience includes:
• Call center operations in 24-by-7 multi-center environment
• Previous design and development in a SIP environment
• Experience using Genesys based routing tools (i.e. URS, IRD, GA, CME)
• Knowledge and familiarity with VoIP
• Vendor and contractor management
• Large/Multi-center call center load balancing
• Multimedia configuration
• Project and process management in the telephony arena
• Handling multiple inputs in a high pressure, dynamic environment
• Complex data analysis
• Proven ability to perform and thrive in a collaborative consensus-oriented environment
• Analysis and problem solving – demonstrated ability to recognize issues and develop effective solutions