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Omni Channel Production Control
Minnetonka, Minnesota  |  Onsite
Contract to Hire Position
It appears that you have already applied to this job.
Applied on September 29, 2022
Job Id #57768 Posted July 21, 2022

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.
  • Ready to acknowledge and jump on Issues/escalations
  • Clean and Effective Communication (Verbal/Written)

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

  • Genesys Framework (Candidate should have good knowledge in all layers)
  • SIP Based Voice Solution
  • Orchestration Server and Universal Routing Server (Candidate should understand and troubleshoot ORS logs)
  • Rules Engine and GRAT (Functionality and Architecture)
  • Genesys Outbound Solution
  • Chat, Callback (GMS Based)
  • Basic understanding of Linux Commands
  • Good to Know below application
  • Email, SMS
  • Splunk Tool
  • AudioCodes SBC and Hard phones
  • SQL Database/Infomart Queries


  • 5+ years experience in the following SIP Based Voice Solution, Orchestration Server and Universal Routing Server , WWE/WDE

Top Requirements:

  • 3-5 years experience in the following SIP Based Voice Solution, Orchestration Server and Universal Routing Server , WWE/WDE

Team and Team size:

  • these resources are part of one team who support production control

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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If yes, please indicate by checking the appropriate box below

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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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