Job Title-Contact Center Genesis WDE Engineer

Relevant Experience (in yrs) 6+ years

Technical/Functional Skills

- WAC integration via iframe embedded in WDE.

- Assistance with troubleshooting WDE upgrades.

- Support for troubleshooting Desktop Bridge upgrades.

- Troubleshooting integration, security, and data transmission issues (e.g., Customer ID '000000000000' entered on WDE; Customer ID entered with fewer than 12 digits on WDE).

- Ensuring the flow of information to portals through WDE.

- Configuration changes/settings for WDE IDs.

- Assistance in troubleshooting/debugging platform issues using WDE logs.

- Support during end-to-end calls related to platform changes/upgrades.

- Assistance during disaster recovery activities and related testing.

- Managing the transfer of calls from Voice ID CCP to non-Voice ID CCP.

- Handling Citrix-based CCPs versus non-Citrix.

- Desktop bridge setup and upgrades.

- Configuration changes.

- Addressing issues with customer IDs not being transmitted or set to zeros, including WDE changes to resolve data issues such as blank customer IDs.

- Troubleshooting issues with portals, including handling support differently, caller type switches, and multiple enrollments in the same call in the US and UK, as well as CSP dial issues.

- Fetching platform logs.

- Troubleshooting related to Nuance GUI, SIP servers, and service servers.

Roles & Responsibilities

• Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success. 

• Build backend API’s/ Handling and troubleshooting day-to-day operations 

• Identifying problems or known errors and doing RCAs.

• Participate in performance testing and tuning activities.

• Tracking of Critical patches.

• knowledge in Agile methodology.

• Should have good experience in Banking and financial services domain. 

• Need to be local to Phoenix geography.

Salary range $85000- $10000 a year