Contact Center Production Support

LOCAL CANDIDATES ONLY

Consultant Position: Contact Center Production Support

Role Name: Contact Center Production Support

Position Title: Consultant

Location: New York

Position Description* Supporting the Contact Center technology applications for our company Wealth Management.* Responding to escalations from Level 1 Support and the Wealth Management Business.* Using enterprise monitoring tools to perform fault analysis, failure avoidance, and the diagnosis and resolution of any other functionally impacting issues in a distributed environment.* Working closely with application development and engineering teams to provide input on new functionality, system performance, capacity management, monitoring, and testing of infrastructure upgrades and platform releases.* Performing Reliability Engineering - Continually improving the operation and management of the environment with process improvements, automations, and scripting.

Responsibilities* Willingness to embrace Agile and DevOps concepts.* Have administrative competence in at least one major programming language or platform (for example: Perl, Powershell, Python, or C#)* Have strong organizational skills and the ability to manage multiple tasks and high-pressure situations for outage handling, management, or resolution* Can communicate effectively with various user groups (end-users, developers, senior management) as well as remote team members* Are driven to learn about new technologies, techniques and what it takes to be an integral member of this team* Genesys 8.x framework Administrator* Strong knowledge on working of Genesys Routing and Reporting components

Required Skills/Good to have* 10+ years professional knowledge and experience in the troubleshooting, configuration and implementation of Genesys 8.x Framework, CIM, SIP Server, Multi-Channel Routing, Web Chat* Well-rounded with experience in multiple contact center technologies including CTI, SIP and Genesys SIP Server, Call Routing and Historical Reporting, Genesys Workspace, Call Recording, VoIP te

This role requires that all successful applicants be fully vaccinated against COVID-19 as a condition of the engagement and provide proof of such vaccinations within 3 days of commencement of services