Job
Description
About The Role
Project Role :Application Developer
Project Role Description :Design, build and configure applications to meet business process and application requirements.
Must have skills :Genesys Cloud CX
Good to have skills :NA
Minimum 2 year(s) of experience is required
Educational Qualification :15 years full time education
Summary:Responsible for handling day-to-day contact center operations, requirements, and issues.Provide L1.5 support for operational activities including basic troubleshooting of associated services on Genesys Cloud.Roles & Responsibilities:oGood 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.oTrunks SIP, ISDN PRI and BRI, Analog trunksoNetwork connectivity to the Genesys Cloud and Agents.oAbility to identify the issues by reading logs Agents, SIP Messages, ISDN logs, Debug, Wireshark.Understanding of contact center reporting and customizationVendor 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.Professional & Technical
Skills:
Sound technical knowledge and hands-on experience on Genesys Cloud CX.Implementation and maintenance of the Genesys Cloud solutionsAbility 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 toolsManagement 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 flowsHands 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)Hands-on experience in Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter
Additional Information:Minimum 2-3 years of hands-on experience on contact center solutionsExperience 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)Self-driven, target oriented.Excellent communication skills.Previous experience working with cross geography teams.Ready to work in shift.- A 15 years full time education is required.Exposure on Call and Screen Recording SolutionsKnowledge of 3rd party solutions such as Lumen Gateway, Intrado, Nexttalk, Agentrack, Wall board integrations.Genesys Cloud development would be good to have. Qualification 15 years full time education
