Job Requirements:

5+ years’ experience supporting Genesys Framework , Genesys inbound Voice (TDM and SIP) , Genesys InfoMart, Genesys Administrator, Genesys URS and Orchestration servers; Stat Servers including creating custom statistics.

Must have call center experience and understand skills-based routing.

A proven ability to read and analyze Genesys system logs such as (but not limited to ) Tserver / Sip Server, Interaction Server, ORS, URS. Etc.

Knowledge of voice networks including switching, messaging, signaling, etc.

Thorough Knowledge of eServices: email, chat and open media routing.

Knowledge of Real Time reporting engine (CCPulse / Stat Server).

Experience with both TDM and VoIP routing protocols

Comfortable interacting with Web Service, SOA. Exposure to VXML, Voice Objects, C Sharp

Familiarity with Platform SDK

Experience Required:

5+ years’ experience implementing and supporting global, multi-site Genesys contact center applications.

5-10 years’ experience with voice communications systems.

Minimum five years increasingly responsible systems and administration design and support experience required

Job Responsibilities

Senior Genesys Engineer is responsible for configuration , operation, support and maintenance of eBay’s CS Genesys Environment.

? Responsible for maintaining the configuration of all the Genesys environments .

? Monitors contact center technology including systems, applications, call routing and network traffic.

? Modifies Genesys system configuration based on business requirements and other factors.

? Requires ability to perform on-call duty on a rotational basis and key escalation on functional applications supported

? Demonstrate passion for Customer Service with leadership and drive to support our customers with innovative solutions

? Provide timely and clear communication regarding application issues and remediation efforts

? Plans and performs deployment of new contact center technologies and upgrades.

? Coordinates and manages planned system maintenance and change control process.

? Performs triage and troubleshooting of Genesys applications and related telephony/network components as needed.

? Serves as the main regional point of contact for all Genesys concerns internally and with external vendors.

? Maintain key operational metrics to ensure high availability and provide regular updates to Sr. Leadership

? Ensure day to day operational requirements are met while providing long term strategic direction to the team

上班地址：德国中心