Description

Job Duties:

 

  • Troubleshoot production incidents in Genesys Voice(Inbound/Outbound), Email & Chat based on priority and work to towards resolution
  • Install and upgrade Genesys components in production environment
  • Good Hands-on experience with Genesys Config/Management layers, Routing layer, GVP, SIP layer/Media layer
  • Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, media server, and ICON/Info Mart
  • Configure options and applications in Genesys CME
  • Identify the impacts for Genesys applications for infrastructure changes and prepare/execute mitigation plans.
  • Perform validation & verification for environment/infrastructure related changes
  • Take part in discussions with development & operations teams on system improvement and stability of the components
  • Identify system performance bottlenecks and raise recommendations to application development teams
  • Look for process improvements in the support process and raise process improvement proposals.
  • Take part in Knowledge sharing sessions from development/offshore teams
  • Extend on-call support during weekends. During this time, attend critical issues and any change requests.
  • Exposure to WFM tools like Aspect and call recording tools would be a plus

Key Skills
Education

Any Graduate

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