Urgent Need Genesys Architect

USM Business Systems • San Francisco, CA, United States • $200k - $250k / year • 2w ago

USM Business Systems Inc. is a quickly developing worldwide System Integrator, Software and Product Development, IT Outsourcing and Technology assistance supplier headquartered in Chantilly, VA. We offer world-class ability in giving most astounding quality and administrations through industry best practices planned to convey remarkable worth to our customers.

Utilizing our industry knowledge, administration service offering expertise and innovation abilities, we distinguish new business and innovation slants and create answers for help customers around the globe, giving top of the line solid and practical IT benefits which are cost effective services.

Established in 1999, the organization has corner qualities in building and dealing with a Business Oriented IT environment with rich involvement in technology innovation, ERP and CRM counselling, Product Engineering, Business Intelligence, Data Management, SOA, BPM, Data Warehousing, SharePoint Consulting and IT Infrastructure. Our other offerings include modified solutions and administrations in ERP, CRM, Enterprise architecture, offshore advisory services and e-commerce.

USM, a US ensured Minority Business Enterprise (MBE) is perceived as one of the fastest developing IT Systems Integrator in the Washington, DC zone. Most as of late, USM was positioned #9 on the rundown of the Top administrations organizations in the DC Metro Area - Washington Business Journal (2011). We are a project-driven firm that reliably meets the IT needs of our State and Government customers through development and business keenness.

Job Description

OPT EAD, GC EAD, GC, TN and Citizens Only

Position title: Genesys Architect

Duration: 6-12 Months+

Strong hands-on knowledge of configuration and optimization of Genesys Voice environment.
Strong hands-on knowledge of SIP/RTP and TCP/IP protocols, with ability to run captures and review logs and troubleshoot problems.
Strong understanding of VoIP QoS issues and mitigation strategies.
Proficient with at least one IP-PBX technology.
Data Networking knowledge to understand network subnets, VLANs, routing and firewall.
Proficient in working with various telecom carriers – BT, Level3, Voxbone etc. to manage Network routing, provisioning and testing SIP circuits.
Design skills – with the ability to review business requirements and suggest appropriate telecom solutions.

Leadership

Provides direction and guidance to the enterprise applications team - application development staff, integration resources and enterprise applications support staff to ensure that the voice environment operates seamlessly and meets the needs of CX.
Provides technical guidance in the design, development and implementation of Genesys Routing, GVP, call recording, WFM.
Works with business management to assist in the prioritization of system enhancement requests; works with the application development staff to facilitate and oversee the completion of the tasks.
Identifies and oversees the interdependencies and integrations between the telephony solutions and technologies.
Engages with cross functional teams (network, apps, systems) to provide recommendations to enable reliable and scalable solutions.
Provides Tier 3 support and assists in troubleshooting when systems and operational issues arise.

Planning/Execution

Assists in the planning and design of voice routing strategies.
Must have an in-depth understanding of Genesys Routing, Genesys Voice Portal, call recording, workforce management, and reporting.
Identifies best practices for call routing, call recording/steering, workforce management, reporting and works with the business to implement changes and enhancements that enable them to better utilize the platforms.
Responsible for working with telephony vendors in building the detailed project plans.

Research, Data Collection, Quality Assurance, Analysis and Problem Solving

Assists the business in identifying and clarifying their requirements and translating them into technical requirements; evaluates possible solutions and recommends best alternatives.
Provides technical training and education on Genesys applications to internal ITx team, end-user personnel, business units and partners.
Applies strong problem-solving skills to address complex technical issues and liaises with Genesys, internal ITx and internal engineering teams to diagnose and resolve system performance issues.
Collaborates with and provides information to vendors during expert reviews; reviews all documentation to ensure that technical and product best practices are being followed.