Genesys, Voice Engineering

Job Responsibilities:

• Provide extensive Voice Engineering and telephony expertise, particularly with the Genesys 8.x platform architecture.
• Perform Genesys GVP (Genesys Voice Platform) environment setup, comprehensive troubleshooting, and ongoing support.
• Set up and provide support for Nuance ASR (Automatic Speech Recognition) and TTS (Text-to-Speech) systems.
• Handle all necessary Genesys configurations specifically required for GVP functionality.
• Manage application deployments, including requesting ACLs/Firewalls and coordinating with third-party vendors.
• Design, document, and maintain test environments relevant to GVP/IVR (Interactive Voice Response) systems.
• Apply strong knowledge of the Genesys Framework (Configuration and Management components).
• Utilize working knowledge of SIP media gateways and Session Border Controllers (e.g., Cisco, Acme, SONUS).
• Employ working knowledge of CI/CD tools, specifically AWS EKS (Amazon Elastic Kubernetes Service).
• Demonstrate expertise with network and common data center infrastructure.

Required Skills:

• Extensive experience with Genesys 8.x platform architecture.
• Proficiency in Genesys GVP environment setup, troubleshooting, and support.
• Ability to set up and support Nuance ASR and TTS systems.
• Capability to handle Genesys configuration required for GVP.
• Working knowledge on CI/CD tools, including AWS EKS.
• Excellent interpersonal, collaboration, and communication skills.

Good to Have:

• Domain experience within the Contact Center industry.