Senior Genesys IVR Lead

Job position : Senior Genesys IVR LeadLocation: Malvern, PA / Charlotte, NC (Hybrid position)Main Responsibilities:Develop new and/or enhance existing application or system code as assigned or provided in technical specificationsDeploy Genesys Cloud services to clientsPerform IVR configuration and other relevant configuration in the Genesys Cloud platform in Private/Public cloud (AWS or equivalent)Participate and assist in the development of operational policies, standards and procedures for contact center servicesSupport BA to translate business requirements and features into technical solutions for deploymentPerform basic IVR and CcaaS testing and support in functional and integration testingIntegrate Genesys PureCloud with other enterprise applications , third party systems via APIsAssist the Operations and Support team with the telecommunications and IP telephony infrastructure supportSoftware development for any custom applications and/or scripts required for reporting, eChat, Screen Pop, database validation, score card, recording, gamification, SLA, etc.Closely communicate with customers and various team members, stakeholders during project deliveryInteract with Genesys Product team and maintain healthy communication with other Genesys implementation teams across enterpriseMust HaveMinimum of 12-15 years of Genesys framework installation, configuration, Routing Development Experience in Contact Center Solutions (Voice, IVR and Multi-channel)Genesys certification in RoutingExperience in developing Routing workflows using ComposerExtensive SCXML troubleshootingExperience in Orchestration ServerExtensive knowledge in GRATExperience in ECMA scriptingExperience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URSWorking knowledge of Genesys/Cisco Framework, reporting, routing and multi-channel componentsAbility to architect routing design and development for new solutions that will be implemented for the customerPureCloud Core Professional (PCP)/PureCloud Genesys Certified Associate (GCA)Interaction Center Handler Developer (ICHD)Good understanding with WFMClear understanding of reporting (GIM/ICON) schema and impacts to reporting with respect to routing changesLife at Capgemini :Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster ReliefDisclaimer:Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.Click the following link for more information on your rights as an Applicant