Job Description

Role: AWS Connect Engineer with Genesys

Location: Columbus, OH / Wilmington, DE / Plano, TX (Onsite)

Type: Fulltime

Job Summary

Hands on experience in migrating large contact center from Genesys to AWS Connect

understanding of both AWS Connect and Genesys contact center architecture

Hands on Experience in Cloud Contact Center Engineering space. Preferably Amazon Connect and Ecosystem services such as IAM, Lex, Lambda, KMS (Data Security), S3, Kinesis etc.

Well versed with Infrastructure as a Code with Terraform

Able to design and implement applications on public cloud (AWS)

Hands-on Experience with CI/CD tools like Jenkins/Jules, Version Control tools (Git/Bitbucket)

Required Qualifications, capabilities, and skill

Formal training or certification on software engineering concepts and 3+ years applied experience

Minimum 7+ years of hands on experience

Expertise knowledge in one of the modern programming languages e.g. Python, Java etc

Ability to rapidly build proof-of-concepts and evolve them into large-scale solutions

Drives to develop infrastructure engineering knowledge of additional domains, data fluency and automation knowledge.

Experience in debugging, maintaining ,monitoring and site reliability engineering in a large environment using tools such as - Splunk, Datadog, CloudWatch etc

Knowledge of voice (WebRTC), call recording and telephony platforms a big plus

Experience with Container Orchestration and deployment in AWS Cloud etc.

Experience with building and supporting Restful APIs.

Preferred Qualifications, capabilities, and skills

Good knowledge on Cloud technology

AWS certification is a big plus

ECCS Call routing developer with Genesys 8.5 and SIP experience

Genesys composer Hands-on experience

Genesys Rule Engine, GRE and GRAT development and configuration.

Hands on experience with very large-scale deployment of Genesys 8.5 - Framework, Configuration and Management, Routing & Media components with integration experience with SBC. Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, Genesys IRD, Media server, and ICON/Info Mart.

Test-infected attitude (strong desire to perform thorough and exhaustive unit, integration and system testing).

Experience in Contact Center Technology with hands-on experience on high-complexity Genesys implementations (8.x and above) with focus on call routing, queuing and transfers (non IVR). Understand how SIP server provides CTI data to the rest of the Genesys infrastructure

< /span> Experience in troubleshooting individual products as well as system integrations between products by tracking through log files and logically being able to determine where problem might reside. Understand the different components of a Stat Server Statistic Metrics, Time Profile/Range, Filter, Notification, Sensitivity, and Capacity Rules. Understand Router statistics and how they are computed by URS

Must have hands-on experience on designing and implementing IVR and speech solutions.

Knowledge on LDAP, Active Directory, Password vault, security protocols such as SSL certs, SSH keys and encryption

Should have an ability to run queries on Database for troubleshooting and reporting

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