- Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts
- Serves as resident expert for PureCloud (Genesys Cloud) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artefacts for implementation
- Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis
- Perform unit and quality assurance testing
- Support customer acceptance testing activities and troubleshoot/correct any issues
- Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as needed
- Have a comprehensive telephony background and thorough understanding of SIP, VoIP, & QoS
- Experience in chatbots (Lex, Dialog Flow and Nuance)
- 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments
- Experience administrating and supporting PureCloud (Genesys Cloud)
- Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts
- Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
- Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
- Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
- 1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions
- Understanding of business processes and how they relate to customer experience technology
- Strong architecture & systems planning skills
- Well versed with omni-channel technologies
- Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management
- Genesys Cloud certified
- Expertise in PureCloud API’s
- Expertise in Chatbot
- Expertise in Architect flows
- SIP and H323 troubleshooting experience
- Development skills/certifications
- Java/JavaScript
- 8 hour shift
Company
Location
Toronto - Canada
Job type
Full-Time
JavaScript Job Details
Job Role: Genesys PureCloud Engineer
Location: Remote
Duration : 12+ months of contract
Job Description
Required Skills/Qualifications
Preferred Experience
Job Types: Permanent, Fixed term contract
Contract length: 12-15 months
Pay: $50.00-$80.00 per hour
Schedule:
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