Genesys Developer  

The Genesys Developer position requires the technical knowledge of communication infrastructure design requirements. Knowledge of industry standards for designing, engineering, installing, maintaining and testing telecommunications equipment and applications. S(he) will lead the troubleshooting, analyzes logs, and tracks the nature and resolution of technical problems.

The Genesys Developer is also responsible in establishing and maintenance of user accounts, profiles, file sharing, access privileges and security; performs daily back-ups, researches, monitors, troubleshoots and resolve telephony problems.

Responsibilities:

• Provide collaborative approach in the design, implementation, support and maintenance of Geneysis application.
• Design, configuration, maintenance, and support of IVRs and call flows both for new and existing users.
• Provide consultation to different departments about current features of the VoIP system (Genesys).
• Isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
• To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.
• To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
• Analysis of call logs to discover any underlying issues or trends.
• Adhere strictly to Service Level Agreement on ticket resolution.
• Analyze business requirements from a Call-Center point of view.
• Proactively monitors the system utilization to ensure that the voice infrastructure is working optimally and capture potential issues before business impact is realized.
• Perform other related support duties, as required by the company.

Qualifications:

• 2-3 years of progressive, hands on working knowledge and experience of Genesys application, SIP server, HA architecture, Voice routing, OCS and Genesys reporting.
• Strong IVR/ASR App Development skills using the standard GVP toolset with Nuance as ASR Engine
• Working knowledge of “Genesys Composer” and Javascript programming
• Mid to advance level JAVA programming skills is a must preferably with exposure to MAVEN “Project Object Model” or any Object Oriented Project Emulators.
• Knowledge of Genesys/Asterisk call routing management
• Strong troubleshooting skills & Strong attention to detail
• Ability to work in a fast-paced, team-oriented environment.
• A problem solver, analytical and with strong ability to adapt to change

Desirable Requirements

• Experience with the following products, technologies, and environments:, Asterisk, SQL, SIP, RTP

Stay Safe, Stay Home. Amidst the E/M/G community quarantine in Luzon, the entire FPS Manila Community is under work from home setup. All hired during this time will require the ability to work from home. The office-based setup will resume dependent on the organization's direction in the future