Job Description

Role Summary:
Routing Developer is responsible for expert technical hands-on implementation of Genesys routing solutions and knowledge sharing with the team. The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, Web, Email, Chat, Callbacks, Outbound, SMS, etc)Responsibilities / Job Duties

• In this role, the primary responsibilities include (but are not limited to):
• Application Design, Development, Integration, Test & Documentation in Genesys Cloud: Architect, Genesys Engage: Composer, IRD & JavaScript
• Ability to architect routing designs and development for new solutions based on business/product requirements
• Provide troubleshooting and resolution for complex implementation issues within the project plan and strategy
• Provide L3 support for Production Issues
• Manage Code and Configuration in Source Control consistently & effectively
• Ability to prioritize issues effectively and meet tight deadlines when required
• Collaborate with Product Managers, BSAs, Architects and Engineers to design and develop enterprise level routing application.
• Clear understanding of reporting schemas and impacts to reporting with respect to routing changes
• Provide expert guidance & knowledge and perform code reviews with team members
• Perform Genesys upgrades to routing environment
• Keep updated on new Product features, capabilities, and industry trends in Customer Service
• Manage Releases, Code and Configuration Migration to multiple environments
• Manage multiple projects of varying size and technical complexity; Ability to focus on the details without losing sight of the bigger picture
• The position requires a good level of teamwork and the ability to relate well with Customers and Partners; ultimately, the position requires the ability to work in complex projects and the ability/maturity to take decisions inside his/her responsibility.

• At least 4 years extensive & core experience developing Genesys call routing strategies using Genesys development tools with at least 2 of those years working with Composer or 2 years working with Genesys Cloud Architect
• Extensive experience in contact center operations, contact center technologies, and contact center strategies.
• Specialist in a minimum of 3 Genesys products (i.e., Framework, Composer, ORS, Cloud Architect & Cloud Configuration)
• Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound. eServices experience preferred a must.
• Extensive knowledge in Genesys rule authoring tool (GRAT), Genesys rune engine(GRE)
• Expertise on developing strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria
• Experience converting IRD to ORS Routing Strategies and/or ORS workflows to Cloud Architect.
• Experience with web capture points
• Having "Inbound Voice 8.x Developer", "Composer Routing 8.x Developer" or "Genesys Cloud" certifications is an advantage.
• Good troubleshooting and log reading skills are a must
• Either a formal education in Software Engineering and/or Telecommunication on a bachelor level or equivalent based on job experience.
• Good understanding of large enterprise architecture and experience with global scope and scale
• Experience with Web Services like Tomcat a plus
• Conceptual understanding of CRM solutions
• Ability to do Knowledge transfer & provide guidance to team members

Cognizant