Posted:2 weeks ago|
Platform:
Work from Office
Full Time
We are seeking a highly skilled Genesys Engage Platform Specialist with expertise in Routing Domain configuration and management.
The ideal candidate will be responsible for the design, implementation, maintenance, and optimization of call routing
strategies and maintain platform across our enterprise contact center solutions.
Key Responsibilities(Genesys Engage):
* Configure, and optimize routing strategies using Genesys Composer.
* Manage and maintain Genesys Engage platform components, including URS (Universal Routing Server), ORS , Stat Server, and SIP Server.
* Work with business stakeholders to gather requirements and implement routing workflows.
* Perform system upgrades, patching, and performance tuning on Genesys platform components.
* Ensure adherence to SLAs and compliance standards by actively monitoring system health and alarms.
* Experience in troubleshooting routing flows and system issues using logs and reporting tools.
Key Responsibilities(Genesys Cloud CX):
*Configure and manage Genesys Cloud CX resources, including:
Users, roles, and permissions
Queues, skills, and routing
Architect flows (Inbound/Outbound IVR, Bots)
Interaction routing for voice, email and Chat
Phone numbers, DID management, and trunk configurations
* Develop and maintain routing logic using Genesys Architect and flow builder tools.
* Experience with APIs, Webhooks, and Lambda Functions for integrations.
* Ability to work independently and with cross-functional teams.
* Experience working in Agile/Scrum environments is preferred.
Tata Consultancy Services
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