Beschreibung
A Genesys routing professional (local work permit for Switzerland) with 8-10 years of experience in Contact Center domain with following hands on experience:
- Experience of Genesys SIP Framework, Agent Desktop (IWS) in terms of Installation, Configuration, Troubleshooting
- Build routing strategies over URS/ORS for Inbound & Outbound
- Experience with Intelligent Workload Distribution
- Understanding of Statistical layer to key in stats objects in the Routing Strategy
- Development of Back End interfaces eg Web services, SOA functions, Databases connections
- Database knowledge & PL/SQL, Stored procedures
- Windows, Linus OS experience essential
- Knowledge of typical integrated Contact Centre components like Wallboards, Interaction Loggers, Analytics etc
Skill Description of Genesys Reporting
- Experience of Genesys SIP Framework in terms of Installation, Configuration Troubleshooting
- Ability to install, configure & troubleshoot Reporting components like CCPulse, CC Analyser, ICON, Infomart and Interactive Intelligence. ( BO & Universe knowledge an added advantage)
- Should have good experience of defining statistics, formulas, reports in Genesys Stat Server
- Good understanding of Database with ability to write Stored procedures, SQL Scripts, DB connections
- Crystal Reports would be an advantage
- Clear understanding of ETL process
Skill Description of Genesys WFM
- Complete understanding Genesys SIP, Framework & WFM architecture.
- Experience in Deployment, configuration and troubleshooting Genesys WFM components like WFM Server, WFM builder, Data Aggregator, Daemon, WFM Stat Server along with Config & DB utility
- Development experience of 2-4 years in Genesys products is essential.
- WFM Operation and troubleshooting.
- Well known with terminologies used by WFM Operators & managers
- Good understanding of Genesys WFM integration with other systems eg Payroll, Attendance systems etc.