Call Centre Platform Engineer - Genesys
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Our telecommunications client is recruiting for a Call Centre Platform Engineer to join a team in Brussels on an initial contract until the end of the year. Must have good knowledge of either French or Dutch.
Role description:
You are part of the team that is responsible for the Contact Centre Platform (CCP) Software based on Genesys used by +5000 front-end and back-end agents with their interactions with customers in our internal and external contact centres.
Required Responsibilities
* Responsible for the installation and maintenance of the CCP environment
* Provide technical expertise and assistance in analysing, designing, testing and developing the CCP applications
* Provide technical guidance for the evaluation of the CCP software
* Define and setup monitoring and alerting of the CCP environment
* Analyse and review enhancements for compatibility, adhere to operating guidelines and perform integration testing
* Collaborate with cross functional teams to maintain efficiency, consistency and achieve successful implementations.
* Participate in all phases of project development life cycle.
* Establishing the root causes of application errors, analysing and debugging system setup and log files and escalating serious concerns to the Senior Engineer.
* Participation in reviews, testing, acceptance, deployment and end-user support.
Experience
* 3-5 years of experience
Technical skills
* Knowledge of Call Centre Platform software such as Genesys (preferable v8.0 and higher Environment)
* Framework, Routing, Reporting, GVP/IVR, Outbound, Multi-channel Applications
* Reporting (Genesys Infomart)
* Intelligent Workload Distribution (Genesys IWD)
* Digital Channels (Genesys E-services: Chat, Social Engagement, Bot Gateway)
* Experience in SIP servers, SIP call analysis and SIP-Trunking
* DB Knowledge
* SQL
* Elastic Search
* Oracle
* Cassandra
* Programming skills in at least one of the following: C#, Java, Shell scripting
* Knowledge on XML, VXML, PHP, HTML, webserver applications, certificates
* Working experience in LINUX and windows environments
Attitudes/Behaviour
* Familiar with call centre platform implementations
* Good Application trouble shooting /Debugging skills
* Profound analytical skills
* Pro-active and possess a can-do attitude
* Possess the ability to learn and work on changing and emerging technologies.
* Excellent interpersonal, written and oral communication skills.
* Flexible and team player who participates in on call schedule
* Familiar with Agile development
Languages
* Speaking knowledge of Dutch/French and English
Must haves in this role :
* 3 - 5 years of experience;
* Knowledge of call centre platform software such as Genesys ((preferable v8.0 and higher Environment)) or other;
* DB knowledge;
* Programming skills in at least one of the following: C#, Java, Cassandra;
* Dutch or French and English.
LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.