Job Title: Design Engineer IV
Location: Elk Grove Village, IL
ADP Technology Services, Inc. seeks a Design Engineer IV in our Elk Grove Village, IL location. Responsibilities: Review and analyze ADP's Contact Center software solutions while recommending solution design improvements and strategy roadmaps. Analyze, design, configure, implement, and support contact center software applications, reporting, and routing frameworks. Balance the stabilization and evolution of the ADP Contact Center technology portfolio and leverage software application platforms to deliver business solutions to Contact Center clients. Develop and integrate contact center application designs to ensure seamless processing during software application issues or environmental interruptions. Support high-availability designs to ensure seamless processing during software application or environmental interruptions. Coordinate Root Cause Analysis (RCA) and tracking, and lead RCA investigation for outages and impacts affecting contact centers and supporting technologies. Coordinate upgrades on contact center applications (software and hardware), and review and approve change records. Integrate contact centers designs into larger ecosystems and develop process for implementation and day two operations procedures.
Education and Qualifications/Skills and Competencies:
Bachelor's degree in Computer Science, Information Systems or a related field plus five (5) years of related experience. Employer will accept a Master's degree plus years (2) years of related experience in lieu of a Bachelor's degree plus five years of related experience.
One (1) year of experience must include: Computer Telephony Integration (CTI); Contact center technologies for inbound voice, email & chat; Genesys Product Suite v8.x/9.0 (Framework); Genesys Reporting Suite, including InfoMart or ICON; CCPulse/Web Pulse; Routing via Interaction Routing Designer (IRD) for voice, chat, email, and Intelligent Workload distribution (IRD/Composer); Routing via Composer for voice interactions: Migrating existing IRD strategies and writing new orchestration scripts; eServices, including chat, email, and web engagement; Genesys Voice Platform including Intelligent Voice Response; Genesys Web API; Genesys Mobile Server; Voice Platforms including Avaya for contact center; and CTI enabled desktop including desktop client of Genesys T-server or SIP server.
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