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Cognizant-Genesys in ,

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Cognizant-Genesys

Diverse Lynx India Pvt. Ltd. IND (Onsite) Full-Time


Skill Set
Job Description


Amazon Connect
"AWS Software Engineer: Experience in software development and delivery track record in a range or roles in a scrum environment of which 2+ years of experience in AWS cloud using AWS Services and tools as described below

• Hands-on experience in working with Lambda, AWS Connect, Amazon Lex, AWS CLI, Kinesis, S3, RDS and other core AWS services, API Gateway,

• Experience in developing PCI, PII, PHI compliant applications is a huge plus.

• Experience in AWS CLI and AWS SDK, writing Infrastructure as code using AWS CloudFormation, writing IAM Roles using AWS security best practices

• Experience with monitoring solutions such as Cloud Watch, CloudTrail etc

• Desired skills:

• Ability to use a CI/CD pipeline to deploy applications on AWS

• Experience in AWS core services, Linux, Docker and Amazon EKS

• Any AWS certification is a plus

• Contact Center industry experience

• Experience building integrations across WFM, CRM, Unified Communications, and contact center solutions is a plus


Genesys Cloud
• Genesys PureCloud Enablement and Configuration

• Hands on PureCloud Technology suite applications.

• Development

o Web Services Integration (3rd party)

o Custom Reports (Rest API)

• Configuration setup

o IVR

o Interaction Routing

o WFM

o Dialer

o Scripter

• Genesys PureCloud Certifications

• Interaction with 3rd Party (Web Chat, Data DIP, Salesforce, Twillio etc)


Genesys IRD/ORS Developer
Minimum of 3 to 6 years of Routing Development Experience in Genesys Contact Center Solutions (Voice, IVR and Multi-channel)


• Experience in developing Routing workflows using Composer


• Extensive SCXML troubleshooting


• Experience in Orchestration Server


• Extensive knowledge in GRAT


• Experience in ECMA scripting


• Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS


• Working knowledge of Genesys Framework, reporting, routing and multi-channel components


• Ability to architect routing design and development for new solutions that will be implemented for the customer


• Clear understanding of reporting (GIM/ICON) schema and impacts to reporting with respect to routing changes


• Experience in troubleshooting routing issues in production on call


• Excellent Communication and interpersonal skills


Genesys Engage Suppor / SIP
Strong experience with Genesys contact center framework

Advanced skills with Genesys platform architecture

Experience deploying Genesys application suite

Experience with Application Troubleshooting Tools, like Splunk, Wireshark, Netscout or similar tools

Expert knowledge of SIP, RTP, TCP/IP, NAT, WebRTC and packet analysis

Strong experience with Genesys SIP stack or other Contact Center Voice solutions

Understand Network and Common Data Center Infrastructure

Knowledge of VoIP/SIP Application Security (TLS)


Java Spring boot /

BackEnd with Contact Center
Mandatory

Please rate the below in scale of 5

1) Core Java (1.8 & Above): Problem Statement to be solved

2) Spring - IOC, Boot, Batch, JPA, Awareness and few basic questions.

3) RESTFul Services - Problem Statement to be solved. Design + Error Handling, Authentication, Status, Http Method-

4) Analytical Problem Statement to be solved

Miniman 4+ yrs experience

Preferable

1) Unit Testing - Simple Problem to be solved during interview - Experienced ? - Y/N

2) Code Quality - Aware of Sonacube/PMD - Y/N

3) JPA Awareness - (Hibernate, Spring JPA etc)- Y/N

Optional (Awareness)

1) GIT Awareness :Y/N

2) Maven Awareness : Y/N

3) Jenkins Awareness: Y/N

4) SCRUM awareness: Y/N

5) Can interact with Ebay and manage as an Individual Contributor: Y/N


Cyara Test
JD for test specialist with a focus on Cyara


• Design and implement automation scripts for different IVR call flows/Prompts with DTMF & Voice inputs


• Experience in developing Functional & Regression Test scripts using Cyara Velocity


• Experience in Monitoring & scheduling daily IVR health check using Cyara Pulse


• Experience in validating different IVR dynamic prompts using different Cyara tags


• Experience in validating End to End system testing i.e. IVR, Call Routing, CTI and Agent Desktop testing using Cyara Virtual Agent module


• Experience in Performing IVR load testing using Cruncher & Agent Desktop performance testing using Virtual Agent module.


• Experience in generating/Automating test scripts using Cyara CX module


• Excellent communication skills


• 4- 6 years' experience as a test specialist with a focus on Cyara


Genesys GVP
1. Extensive knowledge in troubleshooting issues on GVP 8.x , Orchestration server & Genesys Platform 8.x

2. Experience in developing Genesys Voice Routing strategies through composer

3. Genesys IRD would be an added benefit


Genesys Pure Connect
a. Sound knowledge and Understanding of the various communication channels in the Contact Center such as Voice, Emails, Fax, Social Media etc… and it's utilization

b. Requirements analysis and clear understanding of the Call Center architecture design to be implemented

c. Designing & document the implementation process & procedure

d. Technical planning and implementation roadmap designing

e. Responsible for Development and integrating 3rd party products with Genesys Pure Connect, with good knowledge of both technologies

f. Actual core implementation of new communication channels (multi-media channels) which will include various implementation stages like installation, configuration, customization, integration, data migration etc…

g. Authoring of Technical Manuals/ SOPs' etc… as needed by users and implementation partners

h. Unit Testing, including defining/supporting acceptance testing and gathering feedback from pre-release testers

i. Participation in software releases and post-release activities, including warranty support for product launch evangelism (e.g. developing demonstrations and/or samples) and competitive analysis for subsequent product build/release cycles

j. Should be able to follow the defined support processes and SLA based service delivery

k. Perform Change management with preventive and perfective maintenance activities for continuous improvement

l. Recognize potential reuse of an observed method of troubleshooting for similar future issues

m. Clear understanding on component placement in overall network topology diagram

n. Provide support during Scheduled/Unscheduled Maintenances

o. Self-learner with limited peer support available during ticket resolution

p. Strong analytical and logical decision making capability


NICE InContact
3+ years experience in NICE Incontact

NICE InContact studio Application development

NICE Admin, ACD configuration and Reports, Dashboard customization

Employee creation in CXOne Admin.

Agents, Skill, Campaign, HOOP, Work flow data item creation and handling

Auto Attendant creation and Setup

MPLS support

Sales force intigration will be added advantage


Nuance Voice Biometric Technical Specialist
Nuance Security Suite (main requirements)

Nuance Speech Suite (secondary requirement)

SME skillset of L2, L3

Operations, Projects skill set


GCP
a. Associate or Sr. Associate Level resource is required

b. Design and build data processing systems on Google Cloud Platform

c. Should be able outline company's road map for GCP adoption and migrate on premises Hadoop cluster to Cloud.

d. Should be able to lead team of 5-8 member.

e. Mentor team members with GCP technologies, CLI and procedures.

f. Proficient in Python

g. Extracting, Loading, Transforming, cleaning, and validating data

h. Performance optimization and tuning big data platforms.

i. Experience in Hadoop cluster and data lakes.

j. Good knowledge on Big data query, Data Flow, Cloud Big Table, Cloud Data proc etc.

k. Experience in Business intelligence and Bigdata practices

l. Experience with Large scale SQL servers



Recommended Skills

  • Amazon S3
  • Apache Hadoop
  • Application Security
  • Architecture
  • Aws Command Line Interface (Cli)
  • Backend

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