Technical Industry Specialist (Manager ~ Sr. Manager) - Ridgefield Park, NJ

  • Free
  • Published date: March 26, 2017
    • New Jersey, United States


Please find this below requirement & Location and let me know your comfortable ASAP,

Title: Technical Industry Specialist (Manager ~ Sr. Manager)

Job Location: Ridgefield Park, NJ

Hiring Term: Fulltime

Benefits: Medical, Dental, Vision, Prescription, 401(k), Vacation, Sick


Required Degree: Associate's Degree

Required Experience: 8+ Years

Job Description:

•Support customer's requirements and lead team to offer 99.9%

continuous service

•Analyze business requirements, provide time estimates, create and

modify Call Flow Diagrams, preparation of design documents, system

development, and production handover.

•Coordinate with Genesys, internal technical teams, and other staff as

necessary to gain assistance and resolve problems with the platform and

associated applications

•Continuously improve system performance reports, perform root cause

analysis for system outages; suggest improvements to ensure system


•Understand and ensure system service level goals are met

•Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call

Routing etc.)

•Coordinate the implementation following the detailed implementation


•Build and complete Contact Center Implementation plan.

•Insure that implementation plan is updated and current

•Provide mentoring to the Consultant

•Provide executive updates on progress of implementation

•Perform other duties as assigned


• Associate's Degree required (Bachelor's Preferred)

• 8+ years' experience with call center ACD, IVR, CTI, Skills,

Call recording, and reporting as related to contact center applications

• Experience leading and managing a team.

• Operation and Maintenance of Genesys 8.x Framework, CIM, SIP

Server, HA architecture, Voice Routing, Multi-Channel Routing.

• Knowledge and experience of Genesys SIP Server.

• Professional knowledge and experience of Call Routing

Management(Interaction Routing Designer, Composer)

• Knowledge and experience of SBC & IP Phone.

• Reporting (CCA, Infomart), G-Plus adapter for Verint.

• Infrastructure Implementation of Changes, Releases and Upgrade

• Ability to interface and cultivate excellent working

relationships with technology teams, business analysts, and vendors.

• Possess current Genesys certifications (8.X CIM Consultant or

8.X SIP Consultant)

Thanks & Regards,

Anbu M

Phone: 904-638-5867 E mail:

Agal Solutions LLC, 5991 Chester Avenue, Suite 206, Jacksonville, Florida - 32217


Reference : Technical Industry Specialist (Manager ~ Sr. Manager) - Ridgefield Park, NJ jobs

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