Genesys Support (Norristown)


: $56,410.00 - $100,550.00 /year *

Employment Type

: Full-Time


: Entertainment

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Based in Pittsburgh PA
Client: Client
Genesys Support

[Genesys Call Routing, Avaya, Support, Troubleshooting]
  • 11/5/19; CTH; 1st round phone screen, 2nd round in-person or video skype

Candidate will support contact center applications
  • Responsible for the phone system, and building the call flows
  • They use Genesys as a call writing system to send the call to the right agent
  • Resource will help move the application to a new service, help with upgrades, integrations, technical troubleshooting, etc

Genesys 6+ years of experience
Avaya- 3+ years of experience
Top must-have skills / Candidate Requirements:
  • Genesys Call Routing
  • Experience with Avaya Aura platform
  • Troubleshooting Experience
  • Set up and configuration experience
  • Ability to brainstorm and communicate technology ideas and issues to technical and business teams
  • Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with IT and Business management up to C-level.
  • SME level knowledge of Genesys call center applications and advance level of Voice and Multi-Channel routing using Composer with extensive knowledge of SCXML for Genesys Orchestration Server and Rules Engine.

Experience supporting the following:
  • Genesys Framework 8.5, Genesys Administrator/Extensions 8.5 for administrating applications, agents, voice announcements and routing objects
  • Genesys inbound Voice (SIP 8.1) with Genesys TServer supporting Avaya TSAPI based Agents
  • Genesys Reporting via Genesy Pulse and ICON/InfoMart 8.5 for delivery of data to Genesys Interative Insights & Custom Web applications
  • Genesys Routing built within Composer using Orchestration servers/URS and Genesys Rules Engine
  • Genesys Platform SDK including TLIB, Configuration and Statistic including creating custom statistics for delivery of data to internal Genesys application and external destinations.
  • Gplus Adapter for Aspect WFM 6.x
  • Genesys Mobile Services integrated with Inbound Voice Routing and Mobile applications for Callback functionality
  • Knowledge of voice networks including switching, messaging, signaling, call routing strategies, CTI, and T-server operation.
  • Experience with Avaya Session and Communication Managers.
  • Support integration with Avaya Experience Portal for Self Service
  • Understand business requirements and be able to design the logic of routing application taking into consideration all the needs including reporting
  • Strong Troubleshooting Capabilities at Tier 3 level or beyond
  • Must have experience with Linux/Unix OS
  • Must have working knowledge of Oracle DBs
  • Should have familiarity with SIP media gateways and Oracle Session Border Controllers.

Years of overall experience required:
  • 6-8 years

Associated topics: administrative and operational support, assist, executive assistant, intern, office assistant, operational support, operator, production, support, usher * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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