Contact Center Specialist
Position: Contact Center Specialist
Location: Dallas, TX (Onsite)
Type: Contract
Job Description:
Looking for a skilled Contact Center Specialist with strong experience in Genesys Engage and Verint platforms, along with proficiency in various associated technologies.
Proven experience with Genesys Engage platform, including Genesys GVP, Genesys URS, Genesys SIP Server, Genesys OCS, and other Genesys-related technologies.
Strong experience with Verint technologies, including Call Recording, Quality Management, and Screen Capture.
Hands-on experience with Genesys Pulse, Infomart/GCXI for reporting, and Genesys Eservices for chat support.
Familiarity with Tethr for post-call analytics and Cyara for automated call testing.
Strong understanding of SIP endpoints, SBCs, and integration of Voxai and Microsip in contact center environments.
Experience with Genesys WFM for workforce management and scheduling.
Familiarity with Lumen (Telco) services for contact center infrastructure management.
Ability to implement and manage Virtual Hold (Mindful) and Cobrowse.io to enhance customer interaction.
Solid understanding of call routing, performance monitoring, and real-time reporting.
Key Responsibilities:
Genesys GVP & IVR (Interactions)-> Configure and manage Genesys Voice Platform (GVP) for hosted IVR and voice-based interactions
ACD – Genesys SIP Server-> Oversee Genesys SIP Server for automated call distribution, ensuring efficient call routing based on agent availability and skills
Genesys URS-> Configure Genesys Universal Routing Server (URS) to implement skills-based routing for better matching of customer requests to the right agents
Verint Call Recording-> Implement and manage Verint Call Recording for capturing customer interactions for compliance, training, and quality assurance
Genesys Pulse-> Monitor real-time performance and system health using Genesys Pulse for actionable insights
Genesys Infomart/GCXI-> Use Genesys Infomart/GCXI for historical reporting to analyze trends and operational metrics over time
Genesys OCS (Outbound)-> Manage Genesys Outbound Campaign System (OCS) for executing automated outbound calling campaigns
Genesys Eservices (Chat)-> Implement and optimize Genesys Eservices for chat and digital engagement to enhance customer communication
Lumen – Telco-> Support and maintain telecommunication services using Lumen for reliable and scalable contact center infrastructure
Verint Quality Management-> Leverage Verint Quality Management for performance tracking, agent evaluation, and continuous improvement
Verint Screen Capture-> Use Verint Screen Capture to track and record agent screen activity for quality and compliance monitoring
Tethr (Hosted) – Post Call Analytics-> Implement and manage Tethr for post-call analytics to drive better decision-making based on customer interaction data
Genesys GWS & Voxai Custom – Agent Desktop-> Maintain and optimize Genesys Agent Desktop through Genesys GWS and Voxai custom solutions to improve agent efficiency and performance
Genesys WFM (Workforce Management)-> Oversee Genesys Workforce Management (WFM) tools to optimize scheduling, forecasting, and resource planning
SBC – Oracle-> Configure and maintain Session Border Controllers (SBC) from Oracle to ensure secure and efficient communication across voice networks
Voxai / Microsip – SIP Endpoint-> Support Voxai and Microsip SIP endpoints for secure and reliable VoIP communication within the contact center
Cyara (Hosted) – Automated Call Testing-> Utilize Cyara for automated call testing, ensuring that contact center systems and processes are working as expected
Virtual Hold – Mindful-> Integrate Virtual Hold (Mindful) solutions for efficient call-back management to reduce customer wait times
Cobrowse.io (Hosted) – Co-browsing-> Implement and manage Cobrowse.io for real-time co-browsing, improving customer support during web-based interactions
To apply for this job email your details to avanish.pandey@recruiter.nlbtech.com