Job Description

Project Role :

Infra Tech Support Practitioner

Project Role Description :

Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.

Must have skills :

Genesys Cloud CX

Good to have skills :

NA

Minimum

3

year(s) of experience is required

Educational Qualification :

15 years full time education



Key Responsibilities Responsible for handling day-to-day contact center operations, requirements, and issues Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud Good understanding about Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect - Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement, Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues. Trunks - SIP, ISDN PRI and BRI, Analog trunks Network connectivity to the Genesys Cloud and Agents. Ability to identify the issues by reading logs - Agents, SIP Messages, ISDN logs, Debug, Wireshark. Understanding of contact center reporting and customization Vendor and Service Provider management for resolving issues. Understand requirements from client and create design documents. Planning, coordinating, tracking and executing Migrations. Contribute process improvement areas. Identify automation areas and implement the automations to optimize the team efforts. Mentoring team members to achieve target timelines and deliverables. Handling escalations related to project deliverables. Motivating team members to upskill / cross skill. Technical Experience: Sound technical knowledge and hands-on experience on Genesys Cloud CX. Implementation and maintenance of the Genesys Cloud solutions Ability to solve complex technical issues within the Contact Center. Thorough knowledge and well versed with Genesys Cloud application Extensive experience in resolving contact center related issues. Knowledge of IVR, routing and reporting concepts including monitoring tools Management and troubleshooting of complex client contact center environments. Implement the changes/network as applicable, test the changes and handover to customer. Expertise on ITIL processes and project management. Hands-on experience on Genesys Pure cloud solutions and support and AWS cloud platform knowledge is preferred. Candidate is expected to work with their internal telecom, infra groups support cloud implementation. Genesys cloud WEBRTC with SIP flows Hands on PureCloud Technology suite applications Hands-on experience on developing flows using Genesys Architect Hands on in Web Services Integration (3rd party) Hands on in Custom Reports (Rest API)




15 years full time education