Position Number : GC202410

Main Skills:

ducation requirements Any Graduate; Bachelor's degree in IT or related field is preferred Years of Experience 4-6 Years in Genesys Contact Center Level 2 Support

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)
• Should have good customer handling skills

Certification requirements:

• GCA (Mandatory)
• ITIL Foundation (Preferred)

Skills required:

• Good understanding of SIP Protocols, Genesys Framework and Architecture
• Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
• Good troubleshooting experience in Genesys infrastructure.
• Good understanding of the following Genesys Products
• Design call-Flow Architect/ Script/ Data Actions/ Data table
• Integration with Salesforce, Genesys API’s , PCI PAL, GenAI
• Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.
• SBC Management
• Trunks, E1/ T1(CAS, CCS), SIP etc.,
• Gateway protocols: SIP and MGCP
• Good ITIL Knowledge – Incident, Change & Configuration Management

Details:

Roles & Responsibilities:

• Resolving incident cases.
• Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
• Incident tracking to ensure continuity across shifts.
• Vendor management with PSTN Service provide, OEM for resolution of tickets.
• Coordination of communication bridges during major outages
• Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
• Adhering to defined SLAs
• Handling tickets / requests
• Troubleshooting technical issues
• Ensuring that defined processes are adhered to
• Report regularly concerning key counters and measures of the voice network through health checks
• Genesys Release Management