Contact Center Specialist in Dallas, TX (Onsite)

[Patrick Jane]

Hello,

 

Greetings!

 

This is Avanish from NLB Services. We are a global recruitment company with a specialization in hiring IT professionals.  One of our clients is looking for a Contact Center Specialist in Dallas, TX (Onsite).

 

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

 

Thanks & Regards,

Avanish Pandey

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Next Level Business Services, Inc.

avanish...@recruiter.nlbtech.com

(904) 290-8616  || LinkedIn