Technology Lead- Genesys Platform, IVR, CTI and Contact Centre

Role – Technology Lead
Technology – Genesys Platform, IVR, CTI and Contact Centre technology products
Location – Stockholm (Sweden)
Business Unit – IOT
Compensation – Competitive (including bonus)


Job Description


Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.


At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.


Your role


In the role of Technology Lead, you will interface with key stakeholders and apply your technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design. You will play an important role in creating the high-level design artefacts. You will also deliver high quality code, configurations and documents deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued. You will also play an important role in designing and building different modules of Genesys based next generation platform.


Required


At least 8+ years of experience in Genesys Platform, Agent Desktop, Routing strategies, IVR Development and working in supporting and deployment of Genesys components.

· Strong knowledge on Genesys Platform 8.x CIM and components related to Voice and eservices.
· Must have troubleshooting skills on Genesys platform.
· Good understanding of voice call flows, email flows and ability to troubleshoot the daily call center issues.
· Hands on experience using Genesys Composer, CME, GA, GAX, Knowledge manager.
· Hands on experience implementing components like SIP Server, T-Server, Config Server, URS, ORS etc.
· Good understanding of reporting (real time and historical), Genesys WFM.
· Hands of experience in developing the call flows and strategies for both IVR and Routing respectively.
· Understanding and working experience on queuing, routing and CTI Agent desktop components such as iWS/WDE.
· Must have knowledge on solution designing.
· Excellent interpersonal communications skills.
· Ability research into new areas and come up with ideas and solutions.




Preferred
· Knowledge on GWT X and integration CRM using adaptors
· Knowledge on Platform SDK
· Knowledge on Dot Net, Java or any other coding language
· Experience working with or an interest in Agile Methodologies, such as XP, Scrum or Kanban.
· Teamwork skills to coordinate their efforts with the work that's being performed by other design and development professionals.


Personal
Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:
· High analytical skills
· A high degree of initiative and flexibility
· High customer orientation
· High quality awareness
· Excellent verbal and written communication skills


Why Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 45 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.


All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”