Job Description

Job Title

Genesys Contact Center (Level - L3)

Job Location

Reports To

Manager

Department/OMC

Number of Positions

Education requirements

Any Graduate;

Bachelor's degree in IT or related field is preferred

Years of Experience

8+ Years in Genesys Contact Center

T Level

T2

Soft Skills requirements

Excellent communication and conversation skills (Verbal and Written) Good documentation skills Good working knowledge of MS OFFICE (Including MS Project and Visio)

Certification requirements:

GCP (Mandatory) ITIL Foundation (Preferred)

Skills required

Understanding of SIP Protocols, Genesys Framework and Architecture

Good Knowledge of SIP protocol. Hands on experience on multimedia setup (chat & email) environment Hands On experience on Genesys Architect, Genesys Dialogflow engine Hands On experience of integrating with Appfoundry applications as well as connectors Salesforce, Microsoft Dynamics, ServiceNow Should have experience of troubleshooting Genesys Cloud interations Should have installation experience of Genesys Edge Device Should have experience of integrating Cloud telecom provider integration Should have experience of configuring other UCC platforms such as 8X8, Microsoft teams, Zoom etc. Working Knowledge of Genesys cloud modules such as WEM, Speech Analytics, Chatbot engine etc. Strong knowledge on designing and developing Genesys Routing Strategies and IVRs Good knowledge in Database such as SQL, Oracle, MySQL etc Should have experience of integrating with SSO, Active directory tools Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must. Strong exposure on CTI development, Agent Softphone, Genesys API / SDK Integration of Genesys solution with CRM Agent desktops. Should have knowledge on JAVA/.Net technology.

Good ITIL Knowledge - Incident, Configuration Management

Roles & Responsibilities

Provide advanced troubleshooting for applications and systems, determining cause and effect. Provide 24 x 7 on call support as part of a scheduled rotation with other team members. Understand and apply advanced system/application administration, management and performance tuning techniques. Assist with day-to-day operation support, performance tuning, disaster recovery Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training. Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines. Develops job aides and other tools to assist engineers in improving overall quality of service Evaluate hardware and software requirements and be able to justify purchase decisions. Other duties as assigned by Management.
Job Types: Full-time, Permanent

Pay: ₹100,000.00 - ₹120,000.00 per year

Work Location: In person