• Job Description

  Req#: 00060425286

  Role Summary: Routing Developer is responsible for expert technical hands-on implementation of Genesys routing solutions and knowledge sharing with the team. The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, Web, Email, Chat, Callbacks, Outbound, SMS, etc) Responsibilities / Job Duties • In this role, the primary responsibilities include (but are not limited to): • Application Design, Development, Integration, Test & Documentation in Genesys Cloud: Architect, Genesys Engage: Composer, IRD & JavaScript • Ability to architect routing designs and development for new solutions based on business/product requirements • Provide troubleshooting and resolution for complex implementation issues within the project plan and strategy • Provide L3 support for Production Issues • Manage Code and Configuration in Source Control consistently & effectively • Ability to prioritize issues effectively and meet tight deadlines when required • Collaborate with Product Managers, BSAs, Architects and Engineers to design and develop enterprise level routing application. • Clear understanding of reporting schemas and impacts to reporting with respect to routing changes • Provide expert guidance & knowledge and perform code reviews with team members • Perform Genesys upgrades to routing environment • Keep updated on new Product features, capabilities, and industry trends in Customer Service • Manage Releases, Code and Configuration Migration to multiple environments • Manage multiple projects of varying size and technical complexity; Ability to focus on the details without losing sight of the bigger picture • The position requires a good level of teamwork and the ability to relate well with Customers and Partners; ultimately, the position requires the ability to work in complex projects and the ability/maturity to take decisions inside his/her responsibility. Required Qualifications • At least 4 years’ extensive & core experience developing Genesys call routing strategies using Genesys development tools with at least 2 of those years working with Composer or 2 years working with Genesys Cloud Architect • Extensive experience in contact center operations, contact center technologies, and contact center strategies. • Specialist in a minimum of 3 Genesys products (i.e., Framework, Composer, ORS, Cloud Architect & Cloud Configuration) • Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound. eServices experience preferred a must. • Extensive knowledge in Genesys rule authoring tool (GRAT), Genesys rune engine(GRE) • Expertise on developing strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria • Experience converting IRD to ORS Routing Strategies and/or ORS workflows to Cloud Architect. • Experience with web capture points • Having "Inbound Voice 8.x Developer", "Composer Routing 8.x Developer" or "Genesys Cloud" certifications is an advantage. • Good troubleshooting and log reading skills are a must • Either a formal education in Software Engineering and/or Telecommunication on a bachelor level or equivalent based on job experience. • Good understanding of large enterprise architecture and experience with global scope and scale • Experience with Web Services like Tomcat a plus • Conceptual understanding of CRM solutions • Ability to do Knowledge transfer & provide guidance to team members

• About the company

  Cognizant is a multinational technology company that provides business consulting, information technology and outsourcing services.

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