Contact Center Specialist

Position: Contact Center Specialist

Location: Dallas, TX (Onsite)

Type: Contract



Job Description:


Looking for a skilled Contact Center Specialist with strong experience in
Genesys Engage and Verint platforms , along with proficiency in various
associated technologies.



- Proven experience with Genesys Engage platform, including Genesys GVP,
Genesys URS, Genesys SIP Server, Genesys OCS, and other Genesys-related
technologies.
- Strong experience with Verint technologies, including Call Recording,
Quality Management, and Screen Capture.
- Hands-on experience with Genesys Pulse, Infomart/GCXI for reporting,
and Genesys Eservices for chat support.
- Familiarity with Tethr for post-call analytics and Cyara for automated
call testing.
- Strong understanding of SIP endpoints, SBCs, and integration of Voxai
and Microsip in contact center environments.
- Experience with Genesys WFM for workforce management and scheduling.
- Familiarity with Lumen (Telco) services for contact center
infrastructure management.
- Ability to implement and manage Virtual Hold (Mindful) and Cobrowse.io
to enhance customer interaction.
- Solid understanding of call routing, performance monitoring, and
real-time reporting.



Key Responsibilities:

- Genesys GVP & IVR (Interactions)-> Configure and manage Genesys Voice
Platform (GVP) for hosted IVR and voice-based interactions
- ACD - Genesys SIP Server-> Oversee Genesys SIP Server for automated
call distribution, ensuring efficient call routing based on agent
availability and skills
- Genesys URS-> Configure Genesys Universal Routing Server (URS) to
implement skills-based routing for better matching of customer requests to
the right agents
- Verint Call Recording-> Implement and manage Verint Call Recording for
capturing customer interactions for compliance, training, and quality
assurance
- Genesys Pulse-> Monitor real-time performance and system health using
Genesys Pulse for actionable insights
- Genesys Infomart/GCXI-> Use Genesys Infomart/GCXI for historical
reporting to analyze trends and operational metrics over time
- Genesys OCS (Outbound)-> Manage Genesys Outbound Campaign System (OCS)
for executing automated outbound calling campaigns
- Genesys Eservices (Chat)-> Implement and optimize Genesys Eservices
for chat and digital engagement to enhance customer communication
- Lumen - Telco-> Support and maintain telecommunication services using
Lumen for reliable and scalable contact center infrastructure
- Verint Quality Management-> Leverage Verint Quality Management for
performance tracking, agent evaluation, and continuous improvement
- Verint Screen Capture-> Use Verint Screen Capture to track and record
agent screen activity for quality and compliance monitoring
- Tethr (Hosted) - Post Call Analytics-> Implement and manage Tethr for
post-call analytics to drive better decision-making based on customer
interaction data
- Genesys GWS & Voxai Custom - Agent Desktop-> Maintain and optimize
Genesys Agent Desktop through Genesys GWS and Voxai custom solutions to
improve agent efficiency and performance
- Genesys WFM (Workforce Management)-> Oversee Genesys Workforce
Management (WFM) tools to optimize scheduling, forecasting, and resource
planning
- SBC - Oracle-> Configure and maintain Session Border Controllers (SBC)
from Oracle to ensure secure and efficient communication across voice
networks
- Voxai / Microsip - SIP Endpoint-> Support Voxai and Microsip SIP
endpoints for secure and reliable VoIP communication within the contact
center
- Cyara (Hosted) - Automated Call Testing-> Utilize Cyara for automated
call testing, ensuring that contact center systems and processes are
working as expected
- Virtual Hold - Mindful-> Integrate Virtual Hold (Mindful) solutions
for efficient call-back management to reduce customer wait times
- Cobrowse.io (Hosted) - Co-browsing-> Implement and manage Cobrowse.io
for real-time co-browsing, improving customer support during web-based
interactions