Job Description

Project Role :

Application Support Engineer

Project Role Description :

Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills :

Cloud Contact Center Operations

Good to have skills :

NA

Minimum

3

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Act as operations support for all Voice network related incidents or requests. Roles & Responsibilities: - Maintenance administration of Genesys Cloud Contact Center services including edge devices administration and management. - Detailed understanding of the network connectivity and connectivity to the Genesys Cloud environment - Good understanding of Genesys cloud recording and storage solutions - Provide L3 / L4 support for operational activities including basic troubleshooting of associated services on cloud on AWS platform - Provide advanced technical support for Amazon Connect platform, including troubleshooting complex issues and implementing solutions Monitor, maintain, and optimize Contact Flows, Lambda functions, and Amazon Connect integrations Manage and resolve escalated incidents from L1 support team Configure and maintain IVR systems, call routing strategies, and queue management Perform root cause analysis for service disruptions and implement preventive measures Support and maintain integrations with other AWS services (Lambda, DynamoDB, S3, etc.) Professional & Technical Skills: - Sound technical knowledge and hands-on experience on Genesys Cloud solutions. - Implementation and maintenance of the Genesys Cloud solutions. - Ability to solve complex technical issues within the Contact Center technology environment - Thorough knowledge and well versed with Genesys Cloud application - Strong understanding of Amazon Connect architecture and AWS ecosystem - Amazon Connect integration with other AWS services - Amazon Connect Contact Control Panel (CCP) - Hands-on experience on contact center solutions - Experience in implementing and managing complex contact center solutions. - Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business) - Team handling / people management, good communication skills. - Good understanding of procedures, application and concepts within own subject area. - Knowledge in the following technical areas: CTI, PBX/ACD, WEB/Internet, MS Windows, SQL server, Database knowledge, VOIP, Computer H/W & Networking, clusters, Domain / workgroup / AD, Cloud platforms Additional Information: - Good to have CCNA and any Cloud Certification - Bachelor's degree in engineering preferred.




15 years full time education