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Reporting to Call Center Delivery Lead, the position holder will be responsible for application development and evolution of existing contact center service applications including integration to related service platforms.
The planner will be responsible for architecture design, analysis, creating technical specification documents, developing source code, preparing unit / integration test plans, and release management. In addition, this position is responsible for system integrations using APIs, maintenance, and support of contact center Genesys Cloud components including IVR, Inbound and outbound call routing, social media, Workforce Engagement Management and reporting.
Responsibilities
Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
Analysis of system requirements based on user stories/business requirements to ensure correct user requirements are captured.
Design and document end-to-end Genesys Cloud CX architectures, ensuring scalability and security.
Configure IVR, ACD, call routing, and workforce engagement management (WEM) solutions. Integrate Genesys Cloud with to other third-party systems via APIs.
Stay updated on Genesys releases and develop strategies for continuous improvement
Create test plan
