Engineer - IPCC Planning

Job Description

Reporting to Call Center Delivery Lead, the position holder will be responsible for application development and evolution of existing contact center service applications including integration to related service platforms.

The planner will be responsible for architecture design, analysis, creating technical specification documents, developing source code, preparing unit / integration test plans, and release management. In addition, this position is responsible for system integrations using APIs, maintenance, and support of contact center Genesys Cloud components including IVR, Inbound and outbound call routing, social media, Workforce Engagement Management and reporting.

Responsibilities

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
• Analysis of system requirements based on user stories/business requirements to ensure correct user requirements are captured.
• Design and document end-to-end Genesys Cloud CX architectures, ensuring scalability and security.
• Configure IVR, ACD, call routing, and workforce engagement management (WEM) solutions. Integrate Genesys Cloud with to other third-party systems via APIs.
• Stay updated on Genesys releases and develop strategies for continuous improvement
• Create test plans, test data sets and perform automated testing to ensure all components of the developed systems meet specifications
• Develop, deploy and maintain various contact center solutions and components, including but not limited to IVR Call flows, Routing Strategies, Reports, Voice Biometrics and Social Media solutions.
• Proper change management process including preparing for Change Advisory Board sessions, deployment and post go live product support.
• Research and provide input on design approach, performance and base functionality improvements for various procedures and applications. Research on new fit for future technologies and actively implement viable solutions
• Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.

Qualifications

• BSc. Computer Science/Software Engineering or related degree.
• 3-7 years’ experience in software development in a busy IT environment.
• Extensive experience with databases – data structures, relational data model, Stored Procedures, PL/SQL development
• Deep knowledge of Genesys Cloud CX, including Architect
• Proficiency in REST/SOAP APIs, JSON, Python, or JavaScript.
• Solid understanding of SIP, VoIP, and cloud infrastructure (AWS preferred).