Genesys Engage Routing Developer

ACL Digital an Alten Group Company hiring for Genesys Engage Routing Developer. Interested candidates can reach out at gaurav.p@acldigital.com

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)

In this role, the primary responsibilities include (but are not limited to): Application Design, Development, Integration, Test & Documentation in Genesys Composer, IRD & JavaScriptAbility to architect routing designs and development for new solutions based on business/product requirementsProvide troubleshooting and resolution for complex implementation issues within the project plan and strategyProvide L3 support for Production IssuesManage Code and Configuration in Source Control consistently & effectivelyAbility to prioritize issues effectively and meet tight deadlines when requiredCollaborate 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 membersPerform Genesys upgrades to routing environmentKeep updated on new Product features, capabilities and industry trends in Customer ServiceManage Releases, Code and Configuration Migration to multiple environmentsManage multiple projects of varying size and technical complexity; Ability to focus on the details without losing sight of the bigger pictureThe 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 ComposerExtensive 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 mustExtensive 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 criteriaExperience converting IRD to ORS Routing Strategies.Experience with web capture pointsHaving "Inbound Voice 8.x Developer" or "Composer Routing 8.x Developer" certification is an advantage.Good troubleshooting and log reading skills are a mustEither 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 scaleExperience with Web Services like TomcatConceptual understanding of CRM solutionsAbility to do Knowledge transfer & provide guidance to team membersExperience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset

Key Skills

• Java