Associate, Genesys Specialist

  • Competitive
  • New York, NY, USA
  • Permanent, Full time
  • Morgan Stanley USA
  • 17 Nov 17 2017-11-17

Associate, Genesys Specialist


Morgan Stanley Services Group Inc. seeks an Associate, Genesys Specialist in New York, New York

Design, implement, and maintain contact center call routing implementation using Genesys. Role is Genesys-centric with broad call center view requiring detailed understanding of how the Genesys solution works alongside numerous other call center technologies. Integrate the Genesys call routing solution with other contact center third party applications including Avaya VP/IVR, NICE, IEX, and Virtual Hold. Responsible for Genesys routing development, configuration, and support within a large contact center enterprise. Work closely with contact center operation leaders to understand business needs, create routing strategies, continually make recommendations to better the environment post install, configure the environment, and define the roadmap for global expansion and support.


Requirements :

Requires a Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or closely related field of study and five (5) years of experience in the position offered or five (5) years of experience as a Genesys Developer, Technology Analyst, System Engineer, or related occupation. Requires five (5) years of experience with each of the following: software design and development; operations and infrastructure management; call flows, queuing, routing, and CTI on Genesys platform; designing, developing, administering, and troubleshooting SCXML routing strategy using Genesys composer and ORS platform; building speech enabled IVR application using Genesys GVP and Nuance platform; building and customizing reports on Genesys real time and historical reporting (Pulse, Infomart, and Advisor); Genesys eServices platform; building Omni channel routing solutions using Chat, Email, and Mobile and Web engagement; call back technologies; building Genesys routing solution on top of Avaya PBX; and Genesis products, services, and future platform roadmap including building Omni channel solution using conversation manage, building SIP solution using Genesys SIP server. Will accept any amount of experience with migrating IVR applications from Avaya AVP to Genesys GVP.

Qualified Applicants :
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