1553 IVR Technical Lead

Location: Sunnyvale, CA, United States
Date Posted: 05-16-2018
Role - IVR Technical Lead
Type of Hire - Contract

Our client is a leading, “global ten” provider of custom information technology, consulting and business process outsourcing services, and serves primarily Global 2000 companies. The firm employs more than 150,000 people and works with 805 active clients nationwide. It is one of the fastest growing IT services company over the last 10 years, and certainly the most profitable now featuring a market capitalization greater than $18B. Client is a member of the NASDAQ-100 Index and the S&P 500 Index and part of “Fortune 500” list 
  • Responsibilities include:
    • Technical CCTech IVR Lead, including Genesys SIP environment, developing IVR applications and the tools to monitor, alert, and troubleshoot the solutions.
    • Ownership and management of the Genesys Composer Voice to write IVR  applications.
    • Ownership and accountability for CCTech environment readiness, ensuring the platform is appropriately scaled to meet business need.
    • Support of CCTech initiatives as they relate to the Voice platform, working with the global and regional teams to identify and define deliverables.
    • Tier 2/3 Operational support of the end-to-end Contact Centre Voice solution, taking ownership of mitigation, resolution and follow-up for impactful P1/P0 incidents and lower priority recurring issues.
    • Identifying system and process improvements relating to the Contact Centre Voice Platform and recommending new solutions and system utilization.
    Required Skills:
    5+ years of Voice Engineering, telephony experience
    Proficient with developing IVR applications, support, IVR call flow diagrams, graphs and documentation
    Extensive experience with Genesys 8.x platform architecture
    Knowledge of Genesys Framework (Config + Management). 
    Knowledge of SIP media gateways and Session Boarder Controllers (Cisco, Acme, SONUS etc).
    Expert with network and common data centre infrastructure
    Bachelors degree in Computer Science, Engineering or related field
    Excellent interpersonal, collaboration and communication skills
    Preferred Skills:
    Extensive experience with Unix/Linux OS system administration, configuration, performance tuning, maintenance and security
    Experience with Genesys / Contact center call routing
    Knowledge of Oracle, Cassandra Database
If interested pl. send your resume to savitha@reqroute.com
Phone : 408 757 4336 (PST)
email: savitha@reqroute.com
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