Software Systems Engineer

Job Description

• Design, Implement and Support for all technologies related to Genesys Contact Center Voice infrastructure and applications.
• Supporting SIP infrastructure, CTI functionality agent desktop integrations, context and a platform services and any business critical customer interaction services.
• Has the ability to install Genesys applications and troubleshoot end-2-end voice and digital interactions, providing incident support as required on all managed Genesys platforms.
• Provide project and implementation support for all convergence technologies.
• Interface directly with CTX and peer teams on issues relating to acceptance and testing of the technologies previously described.
• Resolve or assist in resolving complex service problems for all Vendor partner CTI solutions through multiparty conference calls with various work centers, local access providers, internal/external customers and equipment vendors.
• Analyze any routing issues whether it be voice chat or infrastructure failures
• Change management.
• Write CRS and execute them accordingly based on whatever the upgraded deployment is.

Qualifications:

• Extensive administrative knowledge of RedHat/Rocky Linux (Certification preferred but not mandatory)
• Ability to write scripts in Perl, Bash, Ksh, Python, NodeJS, & PL/SQL
• Experience with Change Management Processes
• Experienced with Genesys CTI, Framework, Stat and SIP server technologies, Routing strategies, T-Lib SDK, E-Services which include Interaction Server, UCS, Chat server and GMS.
• Subject matter expert (SME) in all areas of the Voice and CTI technologies.
• Genesys Engage / OnPrem Certification with the following components: (Certification Preferred)
  
  • Framework - SIP Server / T-Server
  • Management - CS/CSProxy/DBServer/LCA/Message Server/SCS/CME/SCI/GAX/GA
  • eServices - Chat Server (sync and async), GMS, UCS and Proxy, IXN Server and Proxy, UCS Manager
  • Reporting - Genesys Pulse (Pulse and Collector) and RTME (Stat Server)
  • Routing - ORS/URS/LDS
• Skills must include administrative work knowledge of RedHat Linux, Oracle Databases, PL/SQL, Perl, Python, NodeJS and has the ability to create scripts in Perl and/or Python and setup cron jobs
• Understand basic network integration when it comes to the platform
• EXPERIENCE WITH SALESFORCE CRM WITH CTI SOFTPHONE INTEGRATION

Benefits:

Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.

Synectics is an equal opportunity employer.