Genesys Call Center Engineer

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada. The company is searching for a Genesys Call Center Engineer for a contract opportunity in Durham, NC.

Requirements

• Professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework
• In-depth knowledge and experience with Avaya ACD(EAS), IVR, CMS, CentreVu, Vectoring deployed on Avaya’s Communication Manager platform
• Experience with call center (ACD & Vectoring), workforce management, IVR, CTI, speech recognition, quality monitoring, skills, Intelligent Call Routing, IXC/LEC routing methodologies and experience with Avaya, or Genesys telephony systems related to contact center applications are preferred
• Experience with Nuance, SpeechWorks, or ScanSoft speech application design and/or development experience desirable, but not mandatory
• Experience with Siebel CRM integration, VXML programming or SQL/Oracle query languages a plus
• Genesys 7 or 8 GCP-CIV or Genesys GCP-DIV or Genesys GCP-CVE, Avaya ACS Design-Contact Center or Cisco CCNA certifications or above a plus
• Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, QoS, VoIP
• Understanding of IP addressing schemes and VLAN designs
• Experience with configuration and implementation of data switches and routers; knowledge of Cisco a plus
• Ability to analyze end-to-end TCP/IP protocol trace to identify network connectivity issues is a strong plus
• Experience with such diagnostic tools as Ethereal, PC Anywhere, and NetIQ
• Proficiency in downloading software, firmware, updates and patches to communications products
• Overall knowledge of Avaya S8xxx platform and Communication Manager is highly desirable; Avaya