Position Title: Genesys Systems Integrator (Intermediate/Senior)
Department: Client Delivery
Location: Canada, USA Company
Overview Aria Solutions Inc. is an industry leader in orchestrating Customer Care interaction and operation. We help companies to develop customer interaction strategies and implement complex Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Speech-Recognition, Desktop Screen-Pop / Soft-Phone applications, Workforce Management, and real-time and historical reporting systems. Our offices are located in Calgary, Canada and Dallas, USA, with customer base throughout North America.
Position Overview Aria Solutions Inc. is looking to hire dynamic and hard working individuals to join our team in delivering Contact Center solutions throughout North America. The role of Genesys Systems Integrator will be responsible for project work related to Genesys solution deployment, upgrade and assessment. The successful candidate should have experience in Genesys implementation and working in a Contact Center environment with appropriate education or credentials, and can be located anywhere within North America. This is an excellent opportunity for candidates who have the ability and desire to work on multiple projects in different environments. The successful candidate will also have the opportunity to contribute and take pride in the continuous success of our Client Delivery team.
Responsibilities ·
- Genesys solution design, installation, development and implementation
- Review and analyze Contact Center solutions.
- Provide recommendation for system improvement
- Work with our business clients to define requirements for call routing, call treatment, reporting, IVR, WFM and operational management
- Translate client requirements into system configuration
- Define system design and operational procedures documentation
- Build Contact Center solutions using Genesys and Aria suite of products · Develop, coordinate and execute test and implementation plan
- Work on projects independently as well as being part of a large team to deliver contact center solutions for our partners and clients · Develop internal training, process and best practice
- Cross-train other Systems Integrators with your area of expertise
- Further develop skills both on the job and through formal learning channels
- Assist in pre-sales activities by providing accurate work estimate, proposals and RFP writing Keys
Qualifications
- 3+ years of Genesys implementation and deployment experience
- Knowledge of one or more of the following disciplines:
- Genesys Framework (Architecture, Installation, Configuration)
- Genesys SIP o Call Center Reporting using Genesys (CCA, Infomart, CCPulse+)
- Routing Strategy development o Outbound installation and configuration (OCS, CPD)
- Genesys Multi-Media (Email, Chat, Open Media) o IVR Platform install and application development (GVP, VXML, Genesys Studio, Composer, etc.)
- WFM
- Integration experience with key Switches (Nortel, Avaya, Cisco, Aspect, etc.)
- Familiarity with overall Genesys architecture and solution set
- Working knowledge of various operating systems (Windows, Unix, AIX)
- Working knowledge of Database platforms and SQL
- Excellent oral and written communication skills
- Good interpersonal and customer facing skills
- Excellent problem solver with strong trouble shooting skills
- Ability to travel for project engagements (up to 75%)
- Ability to work with minimal supervision
- Eligible to work in Canada and the United States
Desire Skills/Experiences/Credentials
- Post Secondary Degree (or Diploma) related to IT, MIS, Mathematics or Engineering
- Genesys Certified Professionals (CIV, DIV, CVP, COV, CWFM)
- Genesys multiple site and High Availability configuration experience
- Knowledge of Networking and IP Telephony concepts
- Strong Database experience
- Demonstrated client management skills at different levels
- Previous consulting experience
- Ability to adapt to change quickly and seek opportunities for growth and improvement
- Ability to work well under pressure and produce results, under the constraint of time and budget
- Ability to plan, organize and prioritize own time while accomplishing tasks in a cost effective manner
- Motivated self-starter
- Experience in presenting to large audience
Please send your resume and cover letter to jobs@ariasolutions.com and quote “Genesys Systems Integrator” in the subject line. PDF or MS Word formats only. We appreciate you taking the time to apply with us. Only applicants being considered for interviews will be contacted. Thank you.
