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SSO Administrator

SSO Administrator

OpenkyberNJ, United States
20 days ago
Job type
  • Full-time
  • Quick Apply
Job description

Job Title : Genesys Cloud Architecture

Location : Raritan, New Jersey

Onsite Mode : Contract (6+ Months)

Years of Experience : 8+ Years in Genesys Contact Center

Education requirements : Any Graduate. Bachelor's degree in IT or related field is preferred

Soft Skills requirements :

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)

Certification requirements :

  • Google Cloud Platform (Mandatory)
  • ITIL Foundation (Preferred)

    • Skills required :

  • Understanding of SIP Protocols, Genesys Framework and Architecture
  • Good Knowledge of SIP protocol
  • Hands on experience on multimedia setup (chat & email) environment
  • Hands On experience on Genesys Architect, Genesys Dialogflow engine
  • Hands On experience of integrating with Appfoundry applications as well as connectors Salesforce, Microsoft Dynamics, ServiceNow
  • Experience troubleshooting Genesys Cloud interactions and installing Genesys Edge Device
  • Experience integrating Cloud telecom providers and configuring other UCC platforms such as 8X8, Microsoft Teams, Zoom
  • Working Knowledge of Genesys cloud modules such as WEM, Speech Analytics, Chatbot engine
  • Strong knowledge on designing and developing Genesys Routing Strategies and IVRs
  • Good knowledge in Database such as SQL, Oracle, MySQL
  • Experience integrating with SSO, Active directory tools
  • Experience with Web Services / SOA functions, backend integrations, stored procedures, and scripting
  • Strong exposure on CTI development, Agent Softphone, Genesys API / SDK
  • Integration of Genesys solution with CRM Agent desktops
  • Knowledge of JAVA / .Net technology
  • Good ITIL Knowledge
  • Incident, Configuration Management
  • Proficiency in Contact Center Technology, IVR Call flow design and development
  • Proficiency in languages like Java Script, Python
  • Proficiency in IVR-specific scripting tools or languages such as VoiceXML
  • Experience with IVR platforms such as Genesys Cloud and Amazon Connect
  • Good understanding of Databases
  • Strong understanding of contact center technologies, including IVR, ACD, QM, WFM, and call routing
  • Proficiency in RESTful or SOAP APIs to enable interactions between IVR and other systems
  • Good customer communication

    • Roles & Responsibilities :

  • Provide advanced troubleshooting for applications and systems, determining cause and effect
  • Provide 24 x 7 on call support as part of a scheduled rotation with other team members
  • Understand and apply advanced system / application administration, management and performance tuning techniques
  • Assist with day-to-day operation support, performance tuning, disaster recovery
  • Mentors newly hired representatives to ensure smooth transition from learning to daily production environment and participate in formal training
  • Participate in meetings, presentations, or special projects as assigned
  • Maintain comprehensive knowledge of policies, procedures, and benefits across all product lines
  • Develop job aides and other tools to assist engineers in improving overall quality of service
  • Evaluate hardware and software requirements and justify purchase decisions
  • Other duties as assigned by Management
  • Design, Develop and Deploy Contact Center Solution
  • Develop IVR call flow
  • Troubleshoot call flow issues, logs, and error reporting
  • Configure contact routing, IVR, scripting, and other system components
  • Gather and document business requirements from stakeholders across operations, IT, customer experience, and strategy teams
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    Administrator • NJ, United States

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