• 8+ years of intensive experience in call center applications specifically CTI, IVR, call routing and integration with dialer systems
• custom development experience specifically on AWS Microservices”
• Must have Call Center experience and understand overall Call Center concepts
• Strong experience on Genesys Call center software and Integrations.
• Strong experience in Genesys Voice portal (GVP), Genesys Framework, Genesys SIP Server, Genesys Stream Manager, and Genesys Agent Desktop (GAD).
• experience on analysis of SIP messages and T-lib events. Expertise in Genesys clients likes CME, SCI, GA, OCM and IRD.
• Expertise in Troubleshooting the issues by analyzing the Logs.
• Experience with installation and configuration of various Genesys framework components.
• Have in-depth knowledge and working experience in Voice networks and the various elements (switching, signaling, intelligence network, messaging, directory, notification, etc.).
Qualifications
• Strong experience in TDM/VoIP routing protocols call processing (SS7, ISDN, SIP).
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations.
• Experience with implementing complex solutions involving Web Services, SOA, VXML and Voice Objects.
• Working knowledge of Avaya CMS for trunk group reporting, vectors for call delivery and integration with Genesys.
• Experience with Nuance speech engines (ASR/TTS) and tools with an emphasis on Nuance
• Able to be an active participant in design and communicate design approach
• Should possess current Genesys certifications.
• Certified System Consultant for Genesys SIP Server, Certified System Consultant for Genesys Voice Platform 8.1.
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A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50 year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.