Design Engineer IV
Company: ADP
Location: Alpharetta
Posted on: October 18, 2020
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Job Description:
Job Title: Design Engineer IV
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Location: Alpharetta, GA
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Job Duties:
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ADP Technology Services, Inc. seeks a Design Engineer IV at our
Alpharetta, GA location. Responsibilities: Review and analyze ADP's
Contact Center software solutions while recommending solution
design improvements and strategy roadmaps. Analyze, design,
configure, implement, and support contact center software
applications, reporting, and routing frameworks. Balance the
stabilization and evolution of the ADP Contact Center technology
portfolio and leverage software application platforms to deliver
business solutions to Contact Center clients. Develop and integrate
contact center application designs and high-availability designs to
ensure processing during software application issues or
environmental interruptions. Coordinate Root Cause Analysis (RCA)
and tracking and participate in RCA investigations for outages and
impacts affecting contact centers and supporting technologies.
Coordinate upgrades on contact center applications (software and
hardware), and review and approve change records. Integrate contact
centers designs into larger ecosystems and develop process for
implementation and day two operations procedures.
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Education and Qualifications/Skills and Competencies:
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Bachelor's degree in Computer Science, Information Systems or a
related field plus five (5) years of related experience. Employer
will accept a master's degree plus two (2) years of related
experience in lieu of a bachelor's degree plus five years of
experience. Telecommuting permitted.
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Work Experience:
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Two (2) years of experience must include: Computer Telephony
Integration (CTI); Genesys Product Suite v8.x/9.0 (Framework);
Genesys Rules System (GRS) rules engine/rule authoring tool;
Genesys Outbound dialer; Genesys Workforce Management Platform;
Interactive Insights/InfoMart/ICON; CCPulse/Web Pulse; Routing via
Interaction Routing Designer (IRD) for voice, chat, email, SMS, and
Intelligent Workload distribution; Routing via Composer for voice
interactions; eServices (chat, email, SMS); Workforce Management
(forecasting and scheduling); and Genesys Voice Platform
(Intelligent Voice Response).
Keywords: ADP, Alpharetta , Design Engineer IV, Engineering , Alpharetta, Georgia
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