Genesys Voice Tech Engineer
As a Technology Engineer, you deliver standard and custom supportable technology products. The solutions you build are based on Nationwide’s architectural standards, technology roadmaps, industry trends and business requirements. The expertise you provide will focus on collaboration, data, systems, storage, middleware, network, security and contact center technology products. You’ll also be accountable for the operational aspects and management for the above products according to the business requirements and defined service level agreements (SLAs).
Job Description:
The team is responsible for contact center technologies that is moving to Genesys Cloud. This includes Genesys Engage for IVR, Routing and Reporting, NICE/IEX workforce management, Cyara monitoring/testing, and Medallia queue-to-call-back technologies.
Activities for all environments include patching, currency, certificate management and after hours support and more.
Skills Required:
a. Genesys Engage environment: Voice/Email and Chat routing, realtime and historical reporting, Interactive Voice Response system (IVR) and connectivity to Avaya phone system.
b. Nice IEX workforce management knowledge and connectivity
c. Virtual Hold queue to call back technology and connectivity.
d. Cyara monitoring and test platform
Technical Skills:
TCP/IP, DNS, LDAP, Scripting Concepts, Firewalls, TLS, Load Balancing, Oracle & SQL Server, IHS, Apache, IIS, Windows Server, Red Hat Enterprise Linux, Shell Scripts, SSH, ASP, Java, Python
Soft Skills:
• Good oral and written communication to interact effectively with Internal Business Partners
• Excellent troubleshooting skills with the ability to resolve issues quickly and identify the root cause of the problem
• Proficient at analyzing complex architecture documents and gather requirements through appropriate follow up questions on conference calls
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