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Design Engineer IV

Company: ADP
Location: Alpharetta
Posted on: October 18, 2020

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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