Genesys/NICE Lead Engineer

Prestigious Fortune 500 Company is currently seeking a Genesys Engineer. Candidate will be responsible for the design and development for enhancements related to Contact Center Technologies Genesys (8.x)/Nice QM (4.x)/Nice IEX WFM.

These include applications related to Voice Inbound/Outbound, proactive out-dials, Email, Chat, supporting functions like recording, survey and reporting. Manages rigorous testing and documentation prior to installing highly complex Contact Center software. Provides technically advanced and in-depth troubleshooting to quickly identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff/vendor for resolution. Provides leadership and direction in developing and implementing strategies to achieve business objectives within set deadlines. Ability to communicate and articulate complex system/project issues to higher management. Ideal candidate would have recent experience with Outbound communication Voice/Email (Genesys), Reporting based on Genesys data and Nice IEX.

RESPONSIBILITIES

- Investigates, designs and effectively articulates system enhancements to resolve Contact Center challenges.
- Facilitates the QA process to ensure test scenarios are completed, documented, and signed- off.
- Isolates highly difficult or significantly ambiguous issues by reproducing the incident, identifying invalid data within the logs and databases, and/or tracing transactions through the infrastructure to identify a failure point.
- Provides specifications for development fixes and advanced configuration of hardware and software.
- Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed. Ensures all ticketed items are completed within set timeframes.
- Creates and updates Support and User Guides.
- Delivers technically advanced post-development support (including client installations).
- Leads and implements Contact Center Technical Support business initiatives in accordance with leadership guidelines.
- Presents, communicates, and articulates technically advanced information to all levels of the organization (including technical and non-technical personnel, outside vendors, Senior Leadership and Executive Leadership).
- Processes level 2 and 3 help desk tickets. Provides highly complex functional and technical support of Contact Center applications, isolates issues, and distributes ticket to the appropriate team for resolution.

QUALIFICATIONS:

- Oracle and Microsoft SQL queries and Scripting. Expert skill in SQL queries. Ability to write adhoc scripts, extract data as needed.
- Hands on experience configuring Genesys, NICE QM, NICE WFM, CCPulse, and Avaya.
- Hands on experience configuring and integrating CTI Framework, ACD, AOD, Routing, IVR/Voice Platform, Text to Speech, Speech Recognition, Dialer Strategies, Dial Modes, Reporting, Email, Chat, and Quality Monitoring into a Contact Center environment.
- Strong understanding of Software Development Lifecycle and best practices.
- Document user, support and maintenance procedures.
- Document standardized communications to users and management.
- Customer service skills including conflict resolution.
- Strong written, verbal and presentation communications skills and the ability to effectively express complex technical concepts to non-technical audiences.
- Ability to conceptualize end user steps and processes to readily identify the issue/problem.
- Mastery ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables
- Mastery ability to perform in a collaborative team environment
- Proficient in negotiating issues to resolution.
- Troubleshooting PC problems and issues.
- Problem solving and analytical skills.
- Trains less experienced end users and staff in resolving more complicated technical issues and processes.
- Proficient knowledge of PC systems, hardware and software.
- Knowledge of Software functionality.
- Hardware and software support of mobile computing systems.
- Knowledge of PC remote access functions and usage.