Software Engineering - Contact Center Software Engineer/Developer (Genesys)

Job Description

Candidate should have good understanding on Genesys Call Routing Development using Composer and should understand on how to leverage the Genesys Rules System and Call Back.Contact Center Software Engineer/Developer (Genesys):Contact Center Domain Design and development Experience, Genesys Composer, Genesys Designer/Genesys Cloud, J2SE/J2EE, Kafka, REST API Development using Sprint Boot, Genesys Java PSDK Development experience (good to have)Skills:

• Genesys Composer (SCXML) Routing Developer
• Genesys Orchestration Engine (ORS)
• Genesys Universal Routing Server (URS)
• Genesys SIP Server
• SIP expertise
• Interaction Routing Designer development
• Genesys Rules Engine (GRDT and GRAT)
• Genesys Java PSDK Development experience (good to have)
• J2SE/J2EE
• REST API Development using Spring Boot (good to have)
• Unix/Linux
• SCXML/ECMA Script/Java Script
• Genesys Mobile Service (GMS) Call Me Back
• Containers/Kubernetes (good to have)
• Genesys Designer and Genesys Cloud (Good to Have)

Role:

• Designing of the contact center solution based on customer needs
• Hands on experience on Contact center development using the tools such as Composer and Designer
• Developing the Custom rules using Genesys Rules engine

Process:

• Agile methodology

• Ability to work collaboratively in teams and develop meaningful relationship to achieve common goals
• Understand how SIP server provides CTI data to the rest of the Genesys infrastructure
• Expert knowledge of SIP integration and troubleshooting SIP and Orchestration work-flows (SCXML) is highly desirable
• In Depth understanding of how ORS server interacts with URS server
• Developing the Routing applications using Composer 8.x is highly desirable
• In depth understanding of the Genesys T-Lib Event Model
• Understand the role of each and every Genesys Framework components
• Good understanding of data networking knowledge as well as VOIP technology
• Hands on experience with very large-scale deployment of Genesys 8.5- Framework, Configuration and Management, routing & Media components with integration experience with SBC.
• Experience in troubleshooting individual product as well as system integrations between products by tracking through log files and logically being able to determine where problem might reside
• Working knowledge in the installation and configuration of the Genesys suites (UNIX Preferred).
• Ability to translate business requirements into functional requirements documentation.
• Experience in documenting clearly and concisely designs, call flows, run books, playbooks, estimates for work.
• Experience on design and development of Call back solution using Genesys Mobile Services
• Developing the rule templates using Genesys Rules Development Tool (GRDT)
• Provisioning the rules using Genesys Rules Authoring Tool (GRAT)
• Good understanding on UNIX/Linux Commands
• Should be in a position to resolve the production critical issues within the SLA
• Good written and spoken communications skills
• Subject Matter expertise in Telecommunication with Telephony and Contact Center Routing, reporting applications is highly desirable

Good to have:

• Experience working in Scrum teams and using JIRA (Preferred)
• Familiarity with various Genesys simulators from a Performance Testing perspective.
• Experience in infrastructure automation using one of IaaC, Containers, Scripting or Cloud (Preferred)
• Integrate Genesys suite with third party applications using Genesys Java PSDK Kit.
• Experience on Genesys Cloud platform
• Routing application Development experience using Designer.
• Familiarity with microservices architecture and REST API development and use desirable
• Experience with Kafka , Apache Spark

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world?s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants? and employees? religious practices and beliefs, as well as any mental health or physical disability needs.

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