Customize, configure and extend the Genesys PureConnect Omni-channel communications platform
application design and development, source code development, application flowcharting, database integration, tracking of projects, cutover support, application troubleshooting/triage and follow-up support as required.
Integrations with Telephony platform / Salesforce / Zendesk (might be in client meetings on occasion)
Function as an active member of the "Interaction Systems" team in the following phases of a project's lifecycle:
Design, Build, Deploy, Accept, Support & Maintain
Translate design requirements into application solutions, ensuring the requirements are met according to our
client's need.
Ensure applications meet the standards and requirements of both the client and project manager.
Conduct tests of the application for functionality, reliability, and stabilization.
Maintains and support existing applications by fixing problems, addressing issues, and determining the need for
enhancements.
Demonstrate professionalism and leadership in representing the Company to clients and vendors.
Follow-up on and resolve outstanding issues in a timely manner.
Provide training and mentoring to less tenured team members
Using available tools and knowledge of technologies involved, investigate the root cause, and provide
accurate/creative technical solutions to end-user issues of moderate and difficult nature.
Act as the point of escalation for incidents that cannot be resolved through initial troubleshooting
Required Qualifications
3+ years of experience managing, administering, and supporting Genesys PureConnect platforms and related
hardware & software.
In depth experience of PureConnect handler development & maintenance
Proven ability as a software developer.
Experience with the Microsoft Visual Studio
Experience with of the .NET Framework.
Strong knowledge of integration services including XML, SOAP, REST, TCP/IP, JavaScript, and HTML.
Knowledge Of
Interaction Center Web Services ICWS
Interaction Center Extension Library (IceLib) API
Significant experience building custom applications, developing and integrating systems, modernizing IT processes
Knowledge of API, CTI, PBX, ACD, IVR, CRM, WFM, WEM, WFO, C-Sat, Quality Management, VoIP communication technologies, programming concepts and relational databases
Familiarity in data modeling and architecture
Familiarity with application architecture
Ability to work independently and as part of a team
Proven ability to collaborate with others (internal or external)
Ability to remain solution focused during challenging situations
Demonstrated self-motivated work ethic
Ability to adapt quickly to changing technology
Self-directed.
Effective time management and organizational skills
Excellent written, verbal, and persuasive communication skills
Strong creative thinking skills.
Excellent critical thinking skills.
Strong conflict resolution skills.
Project management skills.
Consistent and reliable.
Attention to detail and thoroughness
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Staffing and Recruiting
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