Call Center Developer - Genesys

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division Specific Information

Frederick, MD/ Pittsburgh, PA / Waltham, MA/ Lagunilla, Costa Rica/ Tijuana, Mexico / Corporate IT

How will you make an impact?

You will join our diversified team to design, implement, and optimize contact center applications in Genesys Engage and Genesys Cloud! Your responsibilities will include day-to-day support, proactive maintenance, and perform independent sophisticated system support and root cause analysis. You will also collaborate with IT teams to identify technical deficits and improvement opportunities in current practices and procedures. Your expertise will help improve customer experiences, streamline operations, and ensure detailed communication across channels.

What will you do?

Collaborate with business partners for requirement gathering, design, develop, and implement Genesys Cloud contact center solution end-to-end

Understand business use cases, translate into technical terms and provide recommendations

Build/support API integrations, CRM integrations flows, documentation and processes using MS Visio

Knowledge of SIP, WebRTC phones, and experience in BYOC Trunks

Support Genesys Engage – Avaya TSAPI/CTI routing, eServices (Email and Chat) using Interaction Routing Designer, GAX, WDE 8.5

Support real-time reporting using Genesys Pulse, historical reporting in Gi2

Upgrade/patch Workspace Desktop Edition click-once deployment packages

User administration, configure extensions, assist users with logging in

Monitor SCI alarms, ensure application availability, investigate application logs (T-Lib events, URS, IXN, UCS) and solve complex issues, provide recommendations and fixes

Collaborate with other IT teams, proactively provide updates on the tasks and activities, track Genesys Cloud releases, build use case documentation and advise the business users

Participate in internal team lunch & learn calls and demo the latest improvements, peer reviews and solution discussions

How will you get here?

Education

Experience

5+ years of experience and background supporting Genesys Engage components hosted on windows servers

3+ years of demonstrated experience in Genesys Cloud CX

Experience with contact center technologies (e.g., ACD, Reporting, call routing, workforce management)

Proven ability using GAX, Genesys Administrator and Genesys Configuration manager to add/update Agent objects and routing objects

Demonstrated knowledge of Genesys components and knowledge on Genesys T-Server for Avaya, eServices (Multimedia) routing components (UCS, IXN, ESJ), URS, Statserver and WDE 8.x

Demonstrated ability in GCX Admin, building flows in Architect or yaml scripting

Understanding of Genesys Cloud Routing methods, evaluation methods, Good understanding of CRM integrations such as Salesforce, SAP C4C/Hana

Understanding of REST API, JSON scripting, bot integrations and automations

Demonstrated experience of design, staging, configuration, implementation, and support of Voice and E-Services components of Genesys Engage

Strong speaking and writing skills to collaborate with diversified business groups

Desired Skills:

API development experience

Understanding of Avaya AES and TSAPI

Understanding of Generative Ai and Chatbots

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us (https://jobs.thermofisher.com/global/en/5-reasons-to-work-at-thermo-fisher-scientific) . As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

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Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.