Senior Genesys Application Specialist

Tykans Group Inc. - Calgary, AB (30+ days ago)

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Tykans Group is currently offering an exciting full-time opportunity for a Senior Genesys Application Specialistfor Pure Engage who will be involved in the implementation of Genesys Pure Engage Highly Available platform for a very large organization located in Alberta.

Who We Are

Established in 2005, Tykans Group has risen from the continuous success of many large projects for Fortune 500 organizations in Calgary in industries such as Oil & Gas, Transportation, Construction, Finance and Banking, Insurance, Health Care and many charitable and not-for-profit organizations.

Tykans Group is a dynamic consulting company providing technical solutions and services for enterprise size organizations. Specializing in customer experience, timely delivery of quality services, we have been continuously growing since organizational restructure in 2015. Tykans Group's growth and ongoing success is mainly attributed to the effectiveness of our team consisting of a group of highly specialized consultants and employees who work collaboratively to address all customer requirements.

What You Will Do

  • Collaboratively work with the cross-functional teams to design and develop Genesys routing strategies for voice and eServices on Pure Engage and Pure Cloud
  • Work with Development Team to ensure eServices are working with Web Portals
  • Post production support, troubleshooting and validation
  • Assist in development of training environment as well as sustainment documentation

What You Will Bring

The ideal candidate will have a minimum of 5 years of experiencein each of the following areas:

  • Genesys routing strategies development for Pure Engage and Pure Cloud products
  • Strong Genesys Framework experience including: Configuration, Implementation, Customization and Troubleshooting
  • Extended development knowledge of creation and deployment of routing strategies using Genesys Composer and PC Architect, ORS, URS, IVR routing rules, Genesys rules authoring tool, predictive dialer, campaign manager, Genesys Conversation Manager, Interaction Server and e-Services
  • Experience with HA Genesys configuration best practices, DR and BCP
  • Strong background in Reporting including Infomart, Pulse, GI2, G CXI and SAP BO
  • Working knowledge of some of the third party tools such as Decisions, Cyara, Blackchair, eMite and Aria
  • Extensive experience with Genesys: Voice, Chat, SMS/MMS, email, Web forms, Video, Social Media and Genesys Mobile applications
  • Practical experience with Programmable Logic, Bot Gateway, Bot AI and Agent Scripting

In addition, the ideal candidate will have:

  • A minimum of two Genesys Professional Certifications for Pure Engage or equivalent work experience
  • A minimum of one Genesys Troubleshooting and Support Certificate for Pure Engage or equivalent work experience
  • Previous experience in working in a large, multi-tenant contact center environment
  • Enjoy the changing demands of technology and embrace learning and expanding your knowledge
  • Strong attention to detail with the ability to organize and set priorities to manage multiple tasks
  • Open and willing to communicate and respond to the needs of our clients in a positive, professional, and supporting manner
  • Self-starter, who is results-oriented with a desire to learn and support new developments

What You Can Expect

This opportunity is available immediately for a qualified candidate for a full-time engagement for a minimum commitment of two years. Work will primarily commence from Tykans office located in NE Calgary, work from home and other work accommodations are also considered. Occasional travel might be required to some of the finest, Alberta exotic destinations such as Edmonton, Lethbridge or Ft. McMurray. Training and cross training options are also available.

To apply for this opportunity, please send your resume and cover letter.

Tykans Group provides an energetic, growing environment with the opportunity to work with some of the most talented technical resources in town. Working with us means being part of a team who supports and understands each other. We recognize and accept you for who you are and how you are. We know you have responsibilities you need to attend to, a life, goals and aspirations so work-life balance is very important to us. If you are looking for a company you can grow with that encourages learning, a positive work experience with a comprehensive health benefits package then we here waiting to hear from you!

While we sincerely appreciate every application received, only those candidates selected for an interview will be contacted. We look forward to hearing from you!

Job Type: Full-time