Contact Center Platform Engineer (Genesys
Tata Consultancy Services - Newark, NJ
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Role :Contact Center Platform Engineer (Genesys) Job type :Fulltime Location : Newark, NJ, Roles and responsibilities:5+ years' of hands-on experience in coding/development in Contact Center platform (Routing/Reporting Call flows, IVR, Conversational AI, ChatBots, Call Recording, WFM etc)2+ years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.Experience in AWS Lex & Lambda for development of ChatBot4+ years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience4+ years of writing code in common programming languages such as NodeJS, Java, .Net, PythonExperience using CICD tools such as BitBucket, Jenkins, AWS Code Pipeline etcExperience integrating with CRM apps including SalesForce and ServiceNow is a plusExperience with Genesys-Pure-Cloud or Genesys Engage, hands on implementation, Configuration, deployments to production and support is a plus.Agile knowledge with SAFe or NWOW framework is preferredExperience involving digital transformation activities in large organization is a plusBachelor's in computer science or related fieldsDesign, Configure, Develop, and Support Conversational IVR's, & Chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.Lead implementation of API / Web Service integrations to back-end systems (REST, Json, and SQL database)Using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and ReportingSupport and maintain existing Avaya Telephony and Contact Center solutions, and demonstrate complex problem-solving skillsThanks & Regards,Sweety SinghTata Consultancy ServicesMail: singh.sweety2@Website:
Created: 2024-09-16