Hi,
*Role : *Avaya/Genesys- Consultant
*Location: *Carlsbad, CA
*Duration: *6 Months + Extension
*--------*
· Applicant should have extensive experience in a large call center
environment. Must be able to respond to DR and outage situations in timely
and knowledgeable manner. Must be able to quickly assimilate to the
Client’s Scientific environment.
·
*Requirements (Must Have)*
· Advanced Call Center Routing Experience
· VDNs
· Vectors
· Holiday Tables
· Service Hour Tables and time of day routing
· Vector Variables
· VDN Variables
· Building Stations
· Building Skills
· Knowledge of Coverage paths and cover answer groups, hunt groups,
remote coverage paths
· Knowledge of Modular Messaging
· Call tracing experience for trouble shooting
· Understanding and able to manipulate incoming call handling
treatments and ARS route patterns
· Knowledge of CMS Supervisor
· Ability to build menus and creative routing solutions
· Build and manage announcements
· Basic Telco troubleshooting
· Good Understanding of Verint/Witness QM and WFM applications and
the ability to support these applications, servers and recorders
· Knowledge of Avaya Elite-Multichannel (EMC)/Sales Force Dot Com
(SFDC)/Genesys and ability to support these CTI integrations
· Knowledge and understanding of ATT Route It
· Building terms
· Building routing plans
· Experience working tickets and troubleshooting issues to
resolution
· Good Communication and interpersonal Skills
· Good Organizational Skills
· Available for travel (negotiable)
· Available for on-call, afterhours and weekends as needed
· Experience Interfacing Customers and business users
· Ability to work in a very fluid environment
· Ability to multi-task at a high level
· Ability to maintain your composure with vendor, customers and
co-workers
*Requirements (Desired)*
· Exposure to Genesys applications – Call Routing and Multi-media
· Familiarity with
- Genesys Administrator
- Configuration Manager
- Solution control Interface
- CC Analyzer and Hyperion Reporting environment,
- Genesys Multimedia applications such as Interaction Server
- Contact Server
- Email Server
- Chat Server
- Genesys Communication Server for Siebel
· *Requirements (Must Have)*
· Requires a minimum of 2 years of relevant experience in a Call
Center environment using Genesys call center applications with Avaya phone
switches.
· Must be familiar with Avaya Call Routing, Avaya Vectoring and
Genesys application version 8.0 and above. Particularly Avaya Site
Administration tool, CMS Supervisor, One-X communicator, Genesys
Administrator, Configuration Manager, Solution control Interface, CC
Analyzer and Hyperion Reporting environment,
*Requirements (Desired)*
· Genesys Multimedia applications such as Interaction Server,
Contact Server, Email Server, Chat Server, Genesys Communication Server for
Siebel
· Exposure to Avaya EMC applications
· Verint Call Recording and WFM applications
· Integration to SalesForce.Com <http://salesforce.com/> and other
CRM systems
*Saurabh Sharma*
SAP AND IT CONSULTING SERVICES
4606 FM 1960 Rd W, Suite 400 Houston, Texas-77069
T: 281 954 5503 | (855) 647-8754 EXT 702
Email: saur...@e-infionics.com <raj...@e-infionics.com> |
saurabhsysmind...@gmail.com
Web: www.e-infionics.com
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