Cti Genesys Engineer

**Role Purpose**:

- To implement deploy Contact Centre Solutions to meet customer requirements as well as managing any changes/modifications to existing implementations to completion.
- To support and maintain Contact Centre Application infrastructure, with developments and modifications to real time systems.
- To consult with all customers and prospective customers on the suitability and viability of Vodafone Contact Centre Solutions.
- To manage the resolution of complex tickets/problems between the various technologies, network elements and business processes.

**Key accountabilities and decision ownership**:

- Solutions Implementation / Operational Support:

- Implement / support Vodafone’s Contact Centre infrastructure, AaS or CPE
- Check existing Vendor software versions to ensure maintain N-1 version compliance
- Ensure root cause and analysis is preformed on faults to ensure fault repeats is kept to a minimum.

**Solution Development**:

- Coordinate the technical design of new and enhanced CTI system solutions.
- Development of support processes required for new & existing solutions as required.
- Identification of impacts on other solution components if applicable

**Advice and Support**:

- Provide advice and support (via customer meetings and documentation) to customers so that they can understand what services Vodafone can provide them and how services can be modified to meet the customer needs.
- Understand and define Contact Centre changes, including implementation options, indicative costing, and eventual deployment of successful solutions.
- Arrange simulations or other tests to validate system designs, test interface methods and detect potential integration problems.

**Vendor Relationship Management and Interaction**:

- Interaction with Vendors for the purposes of identifying and creating solutions for a particular implementation and/or fault resolution.
- Working with vendors to ensure delivery and integration/Operational tasks are completed as part of the overall solution
- Systems Support, Management and Implementation:

- Support Vodafone’s Contact Centre infrastructure (Network-based, AaS, CPE).

**Core Competencies, knowledge, and experience**:
Contact Centre Knowledge ( Genesys Solution Sets, Verint Solution Sets, Cisco CCX)

**Technical**:

- 2-4 years of experience
- Communication Protocol Knowledge (SIP, VOIP, TCP/IP, Networking, Web Services, POP3, SMTP, IMAP, IM, HTML, JSON, SOAP)
- Operating Systems Knowledge ( UNIX, LINUX, Windows)
- Database Knowledge ( Oracle, MSSQL, PostgreSQL, Cassandra)
- Programming Knowlegde ( VXML, SCXML, EMCA, C#, Java,.Net)
- Tertiary Qualified - Computing Science either Progamming Based or IT Systems
- Java ,.Net Certification / programming type skills
- Relevant experience can be substituted in place of qualifications

**General**:

- Technical Writing
- IT Architecutal literacy
- IT Design literacy
- Good English communication skills

_VOIS #MoveWithUS