Genesys Engage Routing Developer

A Goldman Sachs | Everstone company, Cprime is a global consulting firm helping transforming businesses get in sync. Cprime is the partner of choice for Fortune 100 companies looking to achieve value and agility. We help visionary business leaders compose solutions, execute implementations, and exceed against business goals. With our key partnership recognitions, including Atlassian Platinum, AWS Advanced, and SAFe Gold partner, our industry-leading software and services work in synergy to deliver transformations. Cprime is headquartered in Cary, North Carolina with offices in Chicago, Philadelphia, and Leeds, UK. We are growing our global footprint in Canada, the United Kingdom, Ukraine, EMEA, India, and Australia.

Cprime is hiring a Genesys Engage Routing Developer

Role Summary

Routing Developer is responsible for expert technical hands-on implementation of Genesys routing solutions and knowledge sharing with the team. The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, Web, Email, Chat, Callbacks, Outbound, SMS, etc)

Responsibilities / Job Duties

In this role, the primary responsibilities include (but are not limited to):

Application Design, Development, Integration, Test & Documentation in Genesys Composer, IRD & JavaScript

Ability to architect routing designs and development for new solutions based on business/product requirements

Provide troubleshooting and resolution for complex implementation issues within the project plan and strategy

Provide L3 support for Production Issues

Manage Code and Configuration in Source Control consistently & effectively

Ability to prioritize issues effectively and meet tight deadlines when required

Collaborate with Product Managers, BSAs, Architects and Engineers to design and develop enterprise level routing application.

Clear understanding of reporting schemas and impacts to reporting with respect to routing changes

Provide expert guidance & knowledge and perform code reviews with team members

Perform Genesys upgrades to routing environment

Keep updated on new Product features, capabilities and industry trends in Customer Service

Manage Releases, Code and Configuration Migration to multiple environments

Manage multiple projects of varying size and technical complexity; Ability to focus on the details without losing sight of the bigger picture

The position requires a good level of teamwork and the ability to relate well with Customers and Partners; ultimately, the position requires the ability to work in complex projects and the ability/maturity to take decisions inside his/her responsibility.

Required Qualifications

At least 4 years’ extensive & core experience developing Genesys call routing strategies using Genesys development tools with at least 2 of those years working with Composer

Extensive experience in contact center operations, contact center technologies, and contact center strategies.

Specialist in a minimum of 3 Genesys products (i.e. Framework, Composer, ORS)

Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound. eServices experience preferred a must

Extensive knowledge in Genesys rule authoring tool (GRAT), Genesys rune engine(GRE)

Expertise on developing strategies based on Service Level, Database driven, Skill based, threshold or Multi Site criteria

Experience converting IRD to ORS Routing Strategies.

Experience with web capture points

Having "Inbound Voice 8.x Developer" or "Composer Routing 8.x Developer" certification is an advantage.

Good troubleshooting and log reading skills are a must

Either a formal education in Software Engineering and/or Telecommunication on a bachelor level or equivalent based on job experience.

Good understanding of large enterprise architecture and experience with global scope and scale

Experience with Web Services like Tomcat

Conceptual understanding of CRM solutions

Ability to do Knowledge transfer & provide guidance to team members

Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset

The role requires good interpersonal communication and presentation skills and the candidate should be keen to work in a diverse and multicultural environment

What We Believe In

At Cprime we believe in facilitating social justice action internally, in industry, and within our communities. We believe part of our mission is to expand the minds, hearts, and opportunities of our Cprime teammates and within the broader community to include those who have been historically marginalized.

Equal Employment Opportunity Statement

Cprime is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. 

Key Skills

• JavaScript