IVR Engineer - Expert (11+ yrs)

New opportunity for an IVR Engineer with a leading financial company!

Description
:Contact Center Engineering Skills
• Strong knowledge of network, IP telephony, and intelligent interaction routing using Genesys, NICE, or other contact center platforms.
• Demonstrated understanding of SIP applications and protocols.
• Experience working on both on prem and cloud-based contact center deployments.
• Ability to troubleshoot using tools such as Wireshark, tcpdump, read logs and breakdown complex issues.
• Experience analyzing, designing, and providing technology solutions to meet business needs.
• Integration experience with single sign-on (SSO) for both IDP and SP initiated integrations.
o Knowledge of SSL and authentication protocols: SSO, Kerberos etc.
• Familiarity with API and web services architectures and integration concepts
• Excellent knowledge using and managing relational databases such as MSSQL, Oracle, Postgres
o Experience using and managing NoSQL databases such as Cassandra, Mongo, etc. is a plus.
• Demonstrated abilities to adhere to best practices and design patterns to ensure architectural alignment.
• Prior experience with integrating Salesforce and other CRM applications with contact center solutions.
• Experience with ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, SMS, and email and workforce management (WFM).
• Capable of configuring, building, and troubleshooting Genesys SIP Server, Framework and IRD/Routing applications
• knowledgeable in building and designing highly available applications and solutions.
• General knowledge of IVR (Nuance) applications design and troubleshooting
Genesys Certifications (Nice to have)
o GCP8 - System Consultant Inbound Voice
o GCP8 - System Consultant SIP Server

• Experience using .NET/Java/Javascript or similar object-oriented programming.
• Solid understanding of call flows, scripting, and design within CXone Studio
• Familiar with NICE reporting architecture and applications
• Knowledge of Client appliances, applications, and architecture concepts to help design, build and troubleshoot Client applications.
• Experience writing and using Splunk queries to find relevant data to assist with troubleshooting complex technical issues.
Client Training Classes: (Nice to have)
• ClientC11 - Client Core Support
• ClientC10 - Client Core Overview
• ClientC20 – Certification

Additional Job Details
Soft Skills
• Highly skilled in writing with detail, accuracy, and consistency
• Strong analytical, interpersonal, and relationship building skills.
• Strong work ethic and personal drive to excel.
• Ability to use (and learn new) complex systems, technologies, and applications.
• Ability to adapt to change directions quickly, multi-task, and adapt to the demands of the business with aggressive schedules/timelines.
• Strong abilities with regards to writing how-to, technical, and architectural documentation
• Familiar with and working within Agile methodologies such as Scrum and Kanban as well as traditional waterfall-based projects.
• The ability to convey complex concepts in a way that non-technical users can understand.
• Consultative and collaborative approach to problem solving.
• Self-motivated independent team player ready to embrace a fast-paced work environment.
• Provide technical leadership in client implementation projects.

Job Duties & Responsibilities
• Provide oversight and code review for all contact center related releases.
• Work with product owners, support partners and vendors to orchestrate, schedule, and build monthly platform releases.
• Develop and execute comprehensive unit testing plans to implement new features and address platform needs.
• Execute on established procedures as it relates to incident, change and event management.
• Create standard operating procedures that will integrate into the company's infrastructure.
• Work with business partners to gather their needs and articulate them into detailed requirements and ensure the work is delivered accurately and to specification.
• Design and support call center configuration items such as security, call flow routing, IVR routing, and chat channels.
• Provide expert level technical support to resolve issues, working with end users, SMEs, sub-contractors, and vendors.
• Collaborate with technical partners and vendors to develop effective and efficient platform solutions.
• Lead collaborative technical sessions with other team members to impart knowledge and bring other team members up to speed with regards to the latest integration and solutions that are being implemented on the contact center platforms.
• Review other team members work and ensure that established team principles and agile practices are being followed.
• Mentor team members and provide constructive feedback to help them progress in their career.
• Provide strategic and tactical technical direction for contact center development teams and projects.
• Document standard architecture deliverables, best practices, performance guides and tools to be used by team members across various projects.

Apply today!

Cindy Wing
Lenmar Consulting, Inc.
1440 Plaza Five
Harborside Financial Center
Jersey City, NJ 07311
T: 201.946.1777 ext. 4010
cwing@LenmarIT.com
www.lenmarit.com •

Last updated on Oct 9, 2023