Origen, a leading IT services provider, is seeking a highly skilled and experienced Genesys Certified Contact Center Specialist with a robust set of technical skills to join our dynamic team. As an MSP (Managed Service Provider), we are dedicated to delivering top-notch IT solutions to our clients, who are our valued customers. The ideal candidate has a minimum of 5 years of hands-on experience in contact center technology, along with a proven track record of expertise in a wide range of Genesys platforms, tools, and technologies. This role presents an exciting opportunity to leverage your Genesys certifications and multifaceted technical capabilities to enhance our contact center capabilities and ensure exceptional customer service for our clients.
Key Responsibilities:
1. Contact Center Technology Expertise:
· Utilize your Genesys certifications and extensive experience to design, implement, and optimize advanced contact center solutions.
· Deploy and configure Genesys Cloud CX (Pure Cloud), Genesys Pure Engage, and Genesys Pure Connect, ensuring seamless functionality and integration.
· Architect contact center solutions to meet the unique needs of clients, integrating Genesys Web Services (GWS), Genesys Mobile Services (GMS), and other relevant components.
2. Solution Design and Implementation:
· Translate complex business requirements into effective and innovative contact center solutions, leveraging your comprehensive understanding of Genesys technologies.
· Lead the scripting, configuration, and deployment of Genesys Cloud CX Outbound, Genesys eServices, and Genesys Routing Design for optimal customer engagement.
3. Technical Support and Troubleshooting:
· Provide advanced technical support to address intricate issues, ensuring high performance and minimal downtime for contact center operations.
· Troubleshoot and optimize Genesys Voice Platform (GVP) 8.5, SIP, MCP, Genesys Framework 8.1 and 8.5, and Genesys TServers 8.1 to maintain system integrity.
4. Data Management and Reporting:
· Utilize your expertise in Genesys 8 Reporting and Genesys Quality Management 8.1.515 to 8.1.655 to generate insightful historical and real-time reports, contributing to data-driven decision-making.
5. Advanced Integrations and Upgrades:
· Lead complex integration projects, including Altasian Bitbucket Server (Stash) deployment, Atlassian Jira Server deployment, and integration with Stash for streamlined development workflows.
· Manage upgrades and migrations, such as Genesys Interaction Recording 8.5.502 (Speech Miner Upgrade) and Genesys Quality Manager to Genesys Interaction Recording Data Migration.
6. Containerization and DevOps:
· Apply your Docker, Docker Compose, Portainer, Kong, Jenkins, and Kubernetes expertise to orchestrate containerized deployments of Genesys solutions, enhancing scalability and flexibility.
7. Operating Systems and Database Management:
· Utilize your proficiency in Windows and Linux operating systems, including CentOS, Ubuntu, RHEL, and Windows Server, for robust system administration.
· Leverage your database management skills in SQL Server, Oracle, and Cassandra for data storage and retrieval.
8. Tools and Additional Skills:
· Utilize tools such as CME, SCI, IRD, CCPulse+, GA, GAX, Microstrategy, Speechminer, Splunk, and router configuration tools for comprehensive Genesys solution management.
· Collaborate with cross-functional teams to integrate Genesys solutions with different web servers, SBCs, gateways, and virtualization platforms.
Qualifications:
· Genesys Certified Professional with a proven track record of expertise in various Genesys platforms and technologies.
· Minimum of 5 years of hands-on experience working with Genesys Cloud CX (Pure Cloud), Genesys Pure Engage, Genesys Pure Connect, and related components.
· Comprehensive understanding of Genesys Voice Platform (GVP) 8.5, SIP, MCP, Genesys Framework 8.1 and 8.5, and Genesys TServers 8.1.
· Strong problem-solving skills and the ability to troubleshoot complex technical issues.
· Proficiency in containerization technologies, including Docker, Docker Compose, Portainer, Kong, and Kubernetes.
· Expertise in Windows and Linux operating systems, including CentOS, Ubuntu, RHEL, and Windows Server.
· Database management skills in SQL Server, Oracle, and Cassandra for efficient data storage and retrieval.
· Outstanding communication skills, both written and verbal, for effective technical communication.
The ideal candidate for the Genesys Certified Contact Center Specialist role at Origen should possess a strong foundation in the following technical skills and qualifications:
**Software:**
- Genesys Cloud CX Deployment
- Genesys Cloud CX Architect
- Genesys Cloud CX Scripting
- Genesys Cloud CX WFM (Workforce Management)
- Genesys Cloud CX QM (Quality Management)
- Genesys Cloud CX Outbound
- Genesys eServices
- Genesys Pure Cloud
- Genesys Routing Design
- Genesys Web Services (GWS)
- Genesys Mobile Services (GMS)
- Interaction Concentrator
- CC Pulse (Contact Center Pulse)
- GVP 8.5 (Genesys Voice Platform)
- SIP, MCP (Media Control Platform)
- Genesys Framework 8.1 and 8.5
- Genesys Voice Platform 8.5
- Genesys TServers 8.1
- Genesys 8 Reporting
- Genesys Quality Management 8.1.515 to 8.1.655
- Genesys Interaction Recording GIR (Implementation)
- Genesys CIM (Customer Interaction Management) Troubleshooting
- Genesys One 8.1.200.07 (Business Object Enterprise)
- Genesys Reporting (CCPULSE) Historical and Real-Time
- Atlassian Bitbucket Server (Stash) Deployment
- Atlassian Jira Server Deployment and Integration with Stash
- Free Switch and Asterisk Deployment
- Genesys Interaction Recording 8.5.502 (Speech Miner Upgrade)
- Genesys Quality Manager to Genesys Interaction Recording Data Migration
- Elastic 2.5, 3.0 & 5.0
- FreePBX, Sipxcom & Sipfoundry
- WFM 8.5 Components (WFM Server, WFM Data Aggregator, WFM Web, WFM Daemon, WFM Builder)
- Genesys Pulse + Wallboard and Genesys Administrator Extension
- SAP Crystal Reports (Customize Reports)
- Genesys Pure Engage
- Genesys Pure Cloud
- Genesys Pure Connect
- Docker, Docker Compose, Portainer, Kong, Kong Dashboard, Jenkins, Active MQ, Elastic Search, Gray Log, SQL Server using Docker Compose, Suite CRM using Docker & Nginx using Docker
- Genesys Customer Interaction Insights (Deployment with Docker, Kubernetes, Openshift & Docker Compose)
- Integration with SBCs & Gateways (Sip trunk & PRI providers like PTCL, Multinet, Cybernet, Nayatel & Wateen)
- Integration with different Web servers (Apache , Nginx, Apache Tomcat, Microsoft IIS, Jetty & Node.js)
**Operating Systems:**
- Windows, Linux
- Linux OS (CentOS, Ubuntu & RHEL 6.2, RHEL 6.5 & RHEL 7)
- Windows Server 2019, 2016, 2012, 2008, and 2003
**Databases:**
- SQL Server, Oracle, Cassandra
**Tools:**
- CME, SCI, IRD, CCPulse+, GA, GAX, Microstrategy, Speechminer, Docker, Kubernetes, Splunk
- Router configuration (Boson NetSim & Packet Tracer)
If you possess a substantial portion of these technical skills and qualifications and are enthusiastic about contributing your expertise to our team, we encourage you to apply for the Genesys Certified Contact Center Specialist position at Origen. Your advanced proficiency in these technical areas will play a critical role in enhancing our contact center capabilities and delivering exceptional IT solutions to our clients.
Required Certifications (Minimum of 50% Required):
Certifications:
1. PURECONNECT – Interaction Center Certified Engineer (ICCE) – Bootcamp Training - Genesys Pure Connect
2. PURECONNECT – Configuring Call Flows – Online Training - Genesys Pure Connect
3. PURECONNECT – Administering the CIC System – Online Training - Genesys Pure Connect
4. Genesys Infomart 8 Consultant (GCP) - Genesys Engage
5. Genesys Interaction Recording 8.5 Consultant (GCP8-GIR-825e) - Genesys Engage
6. 804e Genesys CIM8 Troubleshooting - Genesys Engage
7. Framework Routing & Reporting 8.5 Technical Operations - Genesys Engage
8. Intelligent Automation Administration - Genesys Engage
9. Framework Routing & Reporting 8.5 Foundation - Genesys Engage
10. Genesys Engage on premises eServices Foundation - Genesys Engage
11. Genesys Engage on premises eServices Administration - Genesys Engage
12. Genesys Engage on-premises Genesys SIP Server Basics - Genesys Engage
13. Genesys Engage on-premises Genesys SIP Server Core - Genesys Engage
14. Genesys Engage on-premises Genesys Voice Platform - Foundation - Genesys Engage
15. Genesys Engage on-premises Genesys Voice Platform - Deployment - Genesys Engage
16. Genesys Engage on-premises Workforce Management - Operation - Genesys Engage
17. Genesys Engage on-premises CIM Troubleshooting Certification - Genesys Engage
18. Genesys Engage on-premises Interaction Recording Certification - Genesys Engage
19. Genesys Engage on-premises SIP Server Certification - Genesys Engage
20. Genesys Engage on-premises Voice Platform Certification - Genesys Engage
21. Genesys Engage on-premises E-Services Certification - Genesys Engage
22. Genesys Engage on-premises Inbound Voice Certification - Genesys Engage
23. Genesys Engage on-premises Workforce Management Certification - Genesys Engage
24. Genesys Cloud CX Professional Certification - Genesys Cloud CX PureCloud
25. Genesys Cloud CX Scripting Certification - Genesys Cloud CX PureCloud
26. Genesys Cloud CX Architect Certification - Genesys Cloud CX PureCloud
27. Genesys Cloud CX Quality Management Certification - Genesys Cloud CX PureCloud
28. Genesys Cloud CX Outbound Certification - Genesys Cloud CX PureCloud
29. Genesys Cloud CX Workforce Management Certification - Genesys Cloud CX PureCloud
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