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Omni-Channel Production Control 
Basking Ridge, New Jersey  |  Onsite
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Applied on January 22, 2022
Job Id #52142 Posted November 15, 2021

Roles and Responsibilities (Not limited to)

  • SME Level Expertise , Product level knowledge
  • Innovation mindset
  • Provide support for P1 and P2 issues
  • Communication and Outage Management
  • Work with SMEs and Developers to identify and fix the issues identified in P1 and P2 tickets
  • Work with L2 resources to get the RCA for P1 and P2 issues
  • Update KT for any new Issues and set up process to proactive alert and fix for issues
  • Mentor L1 and L2 team for any issues that they need help and guidance
  • Identify any potential issues in platform and propose the fix/solution with team.
  • Monitor the Changes scheduled and look for any potential impact which could be caused.
  • Monitor the new Hotfix and Release of Genesys products and recommend the upgrade
  • Automation Tools

Genesys Skills Set Required (Good Understanding and Troubleshooting Skills set)

  • Genesys Framework
    • Config Layer
    • Management Layer
    • Genesys Administrator, Genesys Administrator Extension
  • SIP Based Voice Solution
    • SIP Server and SIP Proxy
    • Integration with Nice Recording Solution
    • Feature Server (Voice Mail and Dial Plan)
    • Cassandra
  • Genesys Voice Platform
    • Resource Manager
    • Media Server
    • GVP Reporting
  • Routing
    • Orchestration Server and Universal Routing Server
    • Rules Engine and GRAT
    • Stat Server
    • Cassandra, Elastic Search
    • Conversation Manager
  • Outbound Solution
    • Campaign Creation
    • Campaign Monitoring
    • Calling List Management using Genesys ALL tool
  • Genesys Call Back
  • Digital Component
    • Email
    • Chat
    • Co-Browser
  • Reporting
    • Pulse
    • Genesys Info Mart
    • GI2
  • Agent Desktop
    • WWE
    • Genesys Softphone
  • Good to Know below application
    • Kibana
    • Black Chair Tool
    • Nice Recording Solution
    • IEX WFM Integration
    • Siebel Integration using Gplus Adapter
    • Splunk Tool
    • Dynatrace
    • Nuance ASR \ TTS
    • AudioCodes SBC and Hard phones
  • Good understanding of Linux and Windows OS
  • Troubleshooting SIP Logs
  • SQL Database

Working Time:

  • 8am-5pm CST day shift, rotating shifts on the weekend

Interview Process:

  • a. How many rounds? 2
  • b. Video vs. phone? - Phone and In-person/Video
  • c. How technical will the interviews be? Very Technical

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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