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Applications Developer

Secunderabad, Telangana
Job Code:
  • Banking & Finance
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Job Details

Enterprise Call Center Services group is responsible for maintaining all contact center technologies including Nice call recording, workforce management, Dialers, Genesys Call Routing, and Interactive Voice Response platforms. This group is responsible for managing these technologies across the entire JPMC enterprise globally. * Ensures business requirement are fully understood and that technical design meets all requirements * Communicate alternative solutions based on improved costs and efficiencies. * Reviews and documents technical specifications and development requirements. * Manages the development of clear and logical work plans (delivers to time and budget). * Estimate work efforts and duration using Microsoft Project and executive summary. * Manages resource planning, prioritization and control to meet customer demands. * Manages the development of the Webphone user interface, contact center related technologies and desktop application integration. * Manages enterprise-wide contact center system infrastructure and integration.Build * Must be intimately familiar with full software development lifecycle and development tools such as Subversion. * Manages and contribute effectively in technical design sessions and provide subject matter expertise as it relates to the Genesys framework, MIS, Voice and Data Network Infrastructure, InterVoice IVR, Avaya PBX and CTI system integration. * Provides design recommendations for developing and integrating applications per written specifications. * Collaborate and work with the IVR, Business Desktop Applications, MIS, Voice and Data Network, Avaya Voice team members to resolve production issues and/or implement new complex solutions. * Manages the development of custom application and Webphone interfaces (Java and .Net). * Manages the development of Genesys Call Routing strategies and the Genesys CME environment * Assures that the Genesys and WebPhone application infrastructure is managed according corporate infrastructure standard (geo-diversity, resiliency, redundancy and recoverability). * Be responsible for the availability and configuration of the Genesys and WebPhone development and UAT environment. * Ownership/accountability of issues including documentation of problems, resolutions, and future preventative measures, environment analysis and performance monitoring and tuning * Analyze service level issues and propose enhancement solutions * Make complex modifications to existing Genesys components in accordance with high-level specifications including Configuration, Scripting, Reporting & CTI Integration, all using all best practices of the development cycle (requirements, A&D, build, test, etc) * Manages the Day-to-Day support and monitoring of the Genesys and WebPhone environments. * Test and implement complex modifications (QA/UAT) to existing Genesys components * Participate in technical design and also engage vendors on support issues (Genesys, Carriers, 3rd party vendors) * Develop, train, and coach junior team members, including providing on-the-job training * Facilitates resolution and communication of cross-organization decisions, standards, discussions and issues. * Represent Chase Genesys and WebPhone Team on Production bridge calls * Track Genesys and WebPhone trouble calls into the help desk.Qualification * Twelve years plus (12 ) experience in Contact Center Technology (Genesys CTI Framework, IVR applications, MQ, Voice Communication technology (AT&T, MCI, etc.,), Omni Channel Solutions, SIP environment and Complex Software development. * Proficient in more than one of the following call center technologies Genesys call routing, PBX integration, Carrier offerings, ICON/Infomart Reporting infrastructure, CTI desktop integration, Outbound dialer integration and Call Recording integration, SIP) * Expert knowledge of the Genesys Framework and Management layer including installation and configuration. * Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, media server, and ICON/InfoMart * Able to collaborate and work with the IVR, WebPhone, Telecommunication and LOB Desktop Applications Integration, Webstats MIS, MQ and DP team members to resolve production issues as well as implementing new complex solutions. * Able to create and/or modify complex Genesys routing strategy using Genesys IR Designer (reusable parameter driven routing rules) in accordance with high level specifications and application support. * Working knowledge in the installation and configuration of the Genesys suites (both UNIX and Windows 200X). * Proven ability to design, analyze, develop, code, test, debug and document Genesys Call Routing technologies * Ability to translate business requirements into functional requirements documentation. * Strong understanding of various network elements; i.e. ISDN, DSL, DS1 circuits, DS3 circuits. * A solid base of data networking knowledge as well as VOIP technology will be required for this position. * Experience with T1/PRI circuit design, provisioning and troubleshooting. * Working Knowledge of Genesys Configuration, Management, Media and Solutions Layers and associated objects and their relationship to the switching systems as well as Genesys OCS product. * Working Knowledge of Genesys CC Pulse and the ability to create, modify, and maintain templates. * VXML/CCXML Development both DTMF and Speech applications. * Strong knowledge of Genesys SIP, ICON/InfoMart, config/management/routing/media layers. * Experience with integrating CTI technologies with IVR applications. * Test-infected attitude (strong desire to perform thorough and exhaustive unit, integration and system testing) * Strong knowledge of Avaya PBX and (CM 5.x, AES 4.x/5.x, MAPDs) and Aspect integration. * Must be willing to provide 24X7 production support (rotating basis and in emergency cases). * Must be flexible and process-oriented. * Must have terrific analytical and troubleshooting skills. * Excellent project management skills. * Excellent communication skills (Written and oral). * Strong negotiation, facilitation, and issue resolution skills. Excellent problem solving and analytical
Additional Degree: BE/ B.Tech (Engineering)

Experience: 12-17


Application Programming | Configuration/Release Mgmt | Quality Assurance/Testing | System Administration
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