Job ID: JOB_ID_8451
Job Summary:
We are seeking a skilled Genesys IVR Consultant to support the Swampfox Application, focusing on ICX and FIL applications tightly integrated with the Avaya stack. This role requires a strong understanding of core telephony, IP telephony, SIP signaling, and the Avaya contact center environment. The ideal candidate will have experience with IVR/media platforms, central routing and orchestration, and troubleshooting call flows. This is an onsite C2C contract position in Atlanta, GA.
Key Responsibilities:
- Support Swampfox Application, specifically ICX and FIL, integrated with Avaya stack.
- Provide strong core telephony and IP telephony foundations, including call setup, transfers, trunks, routes, and basic QoS.
- Perform hands-on experience with SIP signaling and traces, including reading SIP ladders and correlating them to call behavior.
- Utilize working knowledge of the Avaya contact center stack (SM, CM, VDNs, vectors, skills, queues, agents).
- Demonstrate familiarity with IVR or media platforms (e.g., AEP/MPP), including prompt/media errors, VXML, CCXML, and OD CF app behavior.
- Leverage experience with a central routing and orchestration platform using business rules, segmentation, and real-time KPIs to determine treatments and destinations (self-service vs. agent, in-house vs. outsourcer, voice vs. chat).
- Triage alerts from tools like Grafana and link them to logs, call traces, and customer impact.
- Work comfortably with agent transfer and CTI flows, including basic debugging of connector desktop routing issues.
- Show exposure to conversational AI integrations (e.g., Google Dialogflow) and understand when to route to a bot versus a live agent.
- Perform end-to-end call flow analysis across SBC, SM, CM, IVR, media, ICX, agent, and GDF.
- Communicate findings and provide clear documentation for triage steps, findings, and escalation details for L1, L2, and L3 teams.
Required Skills and Qualifications:
- Strong core telephony and IP telephony foundations.
- Hands-on experience with SIP signaling and traces.
- Working knowledge of Avaya contact center stack (SM, CM, VDNs, vectors, skills, queues, agents).
- Familiarity with IVR or media platforms (AEP/MPP).
- Experience with central routing and orchestration platforms.
- Ability to triage alerts and perform root cause analysis.
- Comfort with agent transfer and CTI flows.
- Exposure to conversational AI integrations.
- Proven capability in end-to-end call flow analysis.
- Strong documentation and communication skills.
- Keywords: artificial intelligence, Genesys IVR, Avaya, telephony, SIP, VXML, CCXML, conversational AI.
Special Requirements
Onsite C2C
Compensation & Location
Salary: $50 – $65 per year (Estimated)
Location: Atlanta, GA
Recruiter / Company – Contact Information
Email: harsan.s@vysystems.com
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