What you’ll do

Role: CTI Senior Engineer Genesys Engineer

Experience: 5+ yrs

Primary Skills: Genesys Cloud

Shift Timing: General Shift

Location: Pune (Hybrid)

Role purpose:

To Design, develop and maintain complex contact centre systems using VXML, Java and IVR development tools and voice platforms

To Develop and Maintain IVR Contact Centre Routing Solution which intelligently routes calls to queues, leveraging AOD and STT/TTS engines

Coordinate with Backend Developers and other backend systems for IVR integration via APIs

To implement deploy Contact Centre Solutions to meet customer requirements as well as managing any changes/modifications to existing implementations to completion.

To support and maintain Contact Centre Application infrastructure, with developments and modifications to real time systems.

Designs and develops high quality, scalable and efficient solutions & products on schedule

Ensures developed solutions are reportable and monitorable

To undertake the technical design of Contact Centre Solutions for internal and external customers.

To consult with all customers and prospective customers on the suitability and viability of Vodafone Contact Centre Solutions. 

Who you are

Core competencies, knowledge, and experience:

Contact Centre Knowledge with 3 years plus in one of the below platforms

 Genesys Solution Sets

Technical

Communication Protocol Knowledge (SIP, VOIP, TCP/IP, Networking, Web Services, POP3, SMTP, IMAP, IM, HTML, JSON, SOAP)

Verint Solution Sets, Cisco CCX

Operating Systems Knowledge (UNIX, LINUX, Windows)

Database Knowledge (Oracle, MSSQL, PostgreSQL, Cassandra)

Programming Knowledge (VXML, SCXML, EMCA, C#, Java, .Net)

Familiar with Applications including Visio, FTP, Azure DevOps

Key accountabilities and decision ownership:

• Solution Development
• Work with other members of Contact Centre Solutions in the establishment of solution feasibility/business cases.
• Coordinate the technical design of new and enhanced CTI system solutions.
• Development of support processes required for new & existing solutions as required.
• Identification of impacts on other solution components if applicable
• Support contact centre training to other engineers as applicable.
• Provides accurate and timely input to Development Manager regarding status of technical tasks for self and team.
• Solutions Implementation
• Operational support of enhanced Contact Centre systems.
• Creation and maintenance of relevant documentation.
• Check existing Vendor software versions
• Ensure root cause and analysis is performed on faults to ensure fault repeats is kept to a minimum.
• Second level support for engineers in Operation Team.
• Regular status reporting (Stakeholders, Vendors, Customers and Project Teams etc.)
• Coordinate with Backend Developers and other backend systems for IVR integration via APIs