We are looking for Dialer Technical experts who have hands-on experience with Genesys systems, dialer setup, IVR changes, and telephony settings. The job includes real-time issue fixing, system setup, data work, and making sure the dialer runs smoothly every day.
Key Responsibilities
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Handle all main Genesys services (Message, Config, URS, OCS, etc.).
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Create and map DNs, agents, and campaigns as needed.
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Build and update IVRs based on process needs.
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Manage PRI/SIP/GSM routing and changes.
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Do first-level checks and fix issues; escalate when needed.
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Watch CCPulse, update templates, and manage real-time data clean-up.
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Install and set up Genesys apps and PRI/SIP/GSM gateways.
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Keep config backups and IVR call recording backups safe.
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Work on SQL databases as required by the business.
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Make sure all dialer issues are handled or escalated properly.
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Manage predictive/blended dialing setups (filters, dial order, dispositions, schedules, time zones).
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Support Operations and WFM teams with dialer planning and performance needs.
