WORK LOCATION - PUNE OR BANGALORE
IMPORTANT SKILL - GENESYS VOICE PORTAL (GVP), COMPOSER, NUANCE (ASR).
DON'T SHARE IF THE CANDIDATE IS NOT HAVING EXPERIENCE ON ABOVE SKILLS.
Genesys CTI/Contact Center SpecialistExperience : 4-6Solid understanding of contact center technologies (CTI, IVR, Routing, Reporting, PBX, T-server, SIP & SIP based Routing)Clear understanding of Genesys framework/architecture and call flow, Genesys Routing, Log analysis of TServer/URS/Stat Server/ORS and other Genesys component.Hands on with Genesys Inbound and Outbound call flow, Hands on with Genesys E-Services (Non Voice process email and Chat).Hands on in Genesys CME and creation of Genesys Objects.Troubleshooting CTI issues, Handling Real Time and Historical reporting issues (CCPulse/CCON/Stat DB)Roles and ResponsibilitiesGenesys Composer (8.* , VXML Call Flow, SCXML workflow Diagrams)Genesys Framework, Genesys CTI setup, integration and testing.IVR: Must have: Genesys Voice Portal, Good to have: Nuance Speech Recognition & Voice Bio-MetricsCall Routing (Inbound/Outbound) , Genesys Administrator Extension (GAX), Genesys Rule Systems or Genesys Rule Authoring Tool (GRAT) , Genesys Outbound Contact, Genesys Orchestration Server, Genesys Web EngagementCall Recording: Verint Call Recording, Verint Speech AnalyticsReal Time reporting: Genesys CC Pulse, , Genesys CC Advisor, Genesys interactive insights, MIS-Cognos, Verint Impact 360