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Voice Engineer - Genesys and Interactive Intelligence Products

Atlanta, GA

Posted: 01/08/2019 Employment Type: Contract Job Category: Networking Job Number: 10679

Voice Engineer - Genesys &  Interactive Intelligence Products 

Our client is seeking a Voice Engineer to join their team! 

Here' s what you' ll be doing:
  • Maintaining, enhancing, and administrating  the I3 system
  • Designing, developing, analyzing  and maintaining  custom contact center reporting, trending of data and system capacity studies
  • Designing, developing, coding, debugging, testing, implementing  and providing  daily technical support and maintenance for all call center applications including but not limited to, I3 multi-media call-routing, IVR, and reporting
  • Troubleshooting  system issues, determining  root cause, repairing, coordinating  with vendors when necessary, escalates and tests solutions
  • I3 Handler development including custom routing, database look-ups, interfaces, etc.

Here' s what our ideal candidate has:
  • Working experience on VOIP and Voice systems 
  • Related experience with  Interactive Intelligence / Genesys voice products
  • Ability to work off-hours to support system maintenance; 24/7 on-call support required
  • Experience with Interactive Intelligence solutions including the Customer Interactive Center (CIC), Dialer, Analyzer, Optimizer, etc.

Preferred Knowledge/Experience (Not Required):
  • Knowledge of the Interactive Intelligence Communication application suite
  • 2 years of college, technical or vocational school in telecommunications or related field (and combination of education, training, or experience
  • Demonstrated ability to develop and implement process enhancements

Any  of the following I3 Certifications:
  • Interaction Center Core Specialist – ICCS
  • Interaction Center Certified Engineer – ICCE
  • Interaction Center Handler Developer – ICHD
  • Interaction Dialer Certified Engineer – IDCE

Benefits: Health, dental, vision, flexible work environment

Keywords: Genesys, handler, phone system, IDCE, ICHD, VOIP, Voice Engineer, Cisco, Avaya, Spanning Tree, SIP, Call Routing 

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