Technical Lead

Job Description

Job descriptionEstablishing the technical roadmap for the platform or capability strategy and lifecycle that considers value-based outcomes, costs to maintain, supportability, and performance.Ensuring sound integration, data, security, and business architecture design throughout all stages within the platform or capability lifecycle.Providing the rapid delivery and development of technical solutions that align with business and/or platform outcomes.Providing technical leadership for internal and external audits, disaster recovery, ongoing operations, production support, third-party development or implementation services, contract negotiations, and business interactions related to platform or capability systems and services.Troubleshooting and resolving technical issues related to platform or capability systems, solutions, and services.Innovating and/or driving the continuous improvements of implementation methodology and technical service offerings based on customer/employee experiences or other enterprise objectives/outcomes.Actively participating in a Community of Interest for engineers across all capability and platform teams to share information and strengthen understanding of business needs and technology-based business solutions.Developing and maintaining deep technical knowledge and expertise related to domain area systems, solutions, services and applications.Qualifications:Bachelors degree or equivalent in Information Technology, Computer Science, Engineering or related field.Certification in contact center Genesys will be an added advantage.6-10 years of IT experience with applied knowledge of Contact center technical architecture/ Transformation.5-7 years of experience with Computer Telephony Integration (CTI) and in Genesys contact center like Engage, Pure Engage Cloud, Pure Cloud products.Must have experience architecting solutions using Genesys Engage Platform (On-Prem)Skilled in Apex, Lightning Web Components, Visualforce, HTML, JavaScript, SOQL, SQL, and Integration knowledge.Experience in enterprise practices and standards, cloud technologies, and platform integration of contact center products.Skilled in integrating IVRs with various technologies like payment gateways, CRMs, ticketing system etc.Technical or solution architecture experience with projects using Agile and other iterative approaches.Must possess strong and deep knowledge of contact center fundamental and adjoining systems like SIP etc.Must have experience in architecting at least 2 major transformation projects of contact center products.Must have experience in contact center operations/application maintenance.Genesys Application maintenance:L2Exp:7-9(U4)Location: Bangalore / Chennai / Hyderabad / PuneNotice Period: Immediate to 30daysContact center Product skills:1. Genesys 8.5.x Product suitea. Inbound voice - URS, IRD, SIP server, GVP, Media serversExperience required:5-12 years of experience in application maintenance of the Genesys engage systems.Must have operating knowledge of Genesys applications like IVR, IRD routing applications.Must have operating knowledge and troubleshooting experience of Genesys systems like URS, SIP server, Configuration server, configuration databasesMust have Genesys Certifications on operations by the Genesys University.Must have experience in upgrading and troubleshooting product issue related to the Genesys Engage Products.Must have good experience in maintenance of the IVR infrastructure like resource manager, Media servers, Orchestration servers etc.Must have in depth knowledge of troubleshooting and maintenance of web servers like tomcat servers, weblogic etc.Must have in depth knowledge of troubleshooting issues using various logs like SIP, URS logs, Java logs etc.Must have worked with Chat Servers, email servers, classification server and contact servers for multimedia applications.Must have in depth knowledge of reporting servers like ICON, Stat Servers, CC Pulse etc.Must have worked in 1 major Genesys product upgrade project for a telecom companiesGenesys Developer:Exp:6-10(U4)Location: Bangalore / Chennai / Hyderabad / PuneNotice Period: Immediate to 30daysExperience in Routing strategy analysis, design, development and testing for both voice and multi-media (Email/chat/wats app).Experience in developing Routing strategy using IRD.Having wide range of technical experience in architecture definition and implementation of various Enterprise and voice-based systems.

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