Position -1 : Team Lead for Application Routing Integrators
Position -2 : Application Routing Integrator
Position -3 : System analyst for application and routing - CTI
Location : Jacksonville, FL
Duration : 3 Months
Role
The role of the Application and Routing Integrator is to develop, integrate and support of Enterprise CTI solutions among a diverse technology environment. This includes, but is not limited to, overseeing evolution/production support of Genesys CTI Framework and related applications, Contact Center Voice Platforms (i.e. ACD) and third party integrated solutions such as Call Recording, and other possible integration points.
Responsibilities:
• Via formal training and by leveraging self-education resources, become fully proficient on Client Interaction Technologies Contact Center platforms and Applications
• Oversee and assist with Daily Health Monitoring of all platforms and application suites
• Coordinate and assist with production troubleshooting/problem resolution
• Organize and aid in maintenance efforts for platforms and applications
• Available during regular and off-hours (via pager and remote access) to handle complications with production systems
• Assist as System Analysts as needed to define, build and integrate technical solutions
• Manage and mitigate potential risk for scheduled, unscheduled impacts and maintenance
• Support through the appropriate process/channels for Program Management and other development and back-end providers as needed for project, tiered production support and mandated initiatives
• Support and communicate through the appropriate process/channels for Incident Management
• Support and communicate through the appropriate process/channels for change management of production systems
• Able to multi-task in a dynamic environment with various types of business partners, each having separate requirements
• Capable of examining a set of business needs and conveying the technical requirements to other developers (and assisting with development when necessary)
• Capable of extracting the different levels of a detail from a project and comfortable presenting the appropriate information to senior level management
• Able to effectively communicate in both oral and written forms with colleagues
• Able to approach problems analytically and methodically
• Able to work well as a team player or individually with minimal supervision
Qualifications / Experience:
• A strong understanding of computer networking concepts
• Strong knowledge of software installation and distribution technologies
• Working knowledge of Project Management lifecycles
• Functional understanding of Contact Center platforms (IVR, CTI, Voice Carriers, ACD/PBXs, etc)
• Considerable hands-on experience with the core Genesys CTI framework (T-Server, URS, Stat Server, Config Server and Management Layer) 7.x or higher in a multi-site environment, including (but not limited to) installation, configuration and tweaking of the suite
• Experience with the peripheral Genesys Suites, including WFM, InfoMart, Multimedia and etc.
• Working knowledge of the Spectrum ACD, Avaya PBX/ACD and the Cisco Call Manager
Thanks & Regards
NANDA LAKKAKULA
VEDAINFO INC.
10500 Barkley St. Ste:110, Overland Park , KS - 66212
Phone No. : 913-815-8553, Fax : 310-634-0307
Email Id : nanda@vedainfo.com, Website: www.vedainfo.com
Yahoo IM: lnkkumar79@yahoo.com
Gtalk: laki.nandoo@gmail.com
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