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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