Contact Center Architect

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Avensys Consulting Sdn Bhd Full time

Technical skills (Required - Mandatory)

  • Strong knowledge and installation experience on Genesys Platform 9.x CIM and components related to Voice and eservices.
  • Must have experience in 24 Genesys transformation projects.
  • Must have knowledge on Contact center DR, security & GDPR.
  • Hands on experience using Genesys Composer, CME, GA, GAX, Knowledge manager.
  • Hands on experience in implementing components like SIP Server, T-Server, Config Server, URS, ORS etc.
  • Good understanding of reporting (real time and historical), recording & Genesys WFM.
  • Understanding and working experience on queuing, routing and CTI Agent desktop components such as iWS/WDE

Technical skills (Required - Nice to have)

  • Knowledge on GWT X and integrating CRM using adaptors.
  • Knowledge on Platform SDKs
  • Knowledge on Dot Net, Java or any other coding language
  • Experience working with or an interest in Agile Methodologies, such as XP, Scrum or Kanban

Language skills needed
English

People skills
Lead for 25+ team members

Soft skills

  • Work in a Global delivery environment
  • Excellent Analytical and troubleshooting skill.
  • Excellent in Verbal, written communication.
  • Willingness and flexibility to learn new technologies scale up quickly and adapt to different roles as the situation demands.
  • Ability to work independently, within general guidelines or best practices and manage complex technical solutions
  • Ability to lead and motivate a multiskilled IT Development Team

Area of responsibilities

Expert

  • Design and Development of Genesys Contact Center program with Experience in Genesys Engage
  • Implementation of Omni Channel Genesys Contact Centers
  • Configuration and Integration of Genesys WFM and Voice recordings.
  • Participate in business and system requirements sessions.
Prioritizing and escalating with Manager on duty (MOD) to ensure timely resolution

Mid-Level

  • Managing and documenting knowledge artifacts.
  • Perform route cause analysis of repeated incidents and come up solutions that help in preventing such incidents.


Maintain the appropriate execution of all defect correction, release management activities and other related changes aligned to operational readiness and consistency in services.


Job Type:
Permanent

Schedule:

  • Day shift

Experience:

  • Java, J2EE, C# ,VB

Net ASPNet Cobol:
3 years (preferred)

  • PMP Certification: 1 year (preferred)
  • Project management: 3 years (preferred)
  • Business analysis: 3 years (preferred)

Language:

  • Japanese (required)

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