Genesys - Application support

5 - 8 years

12 - 15 Lacs

Posted:6 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Job Title:

Location:

Experience Range:

Department:

Role Category:

Process Overview:

Contact Center Voice Technology (CCVT)

Responsibilities:

  • Provide

    production application incident management

    and L2 support
  • Perform

    problem research, troubleshooting, and resolution

  • Track and close

    Sev 2/Sev 3 incident/problem tickets

  • Review production changes, update monitoring setups
  • Support

    release and deployment

    activities
  • Conduct

    health checks and validations

    for Genesys applications
  • Ensure

    application stability

    and reduce noise/errors
  • Perform

    user administration

    in Genesys
  • Communicate with peers and supervisors, document work and decisions
  • Coordinate with vendors (Genesys, Avaya) for issue resolution

Mandatory Skills:

  • Genesys (On-Premises)
  • Genesys Call Routing IRD, Composer (SCXML)
  • Genesys Framework 8.X
  • Genesys Voice Platform (GVP) / IVR Systems
  • User Administration in Genesys
  • Avaya (On-Premises) Contact Center Call Support

Good-to-Have Skills:

  • Incident & problem management (ITIL processes)
  • Release & deployment support experience
  • Root cause analysis and application monitoring
  • Experience in large-scale

    contact center environments

Education:

  • B.E./B.Tech/M.E./M.Tech/B.Sc./M.Sc./BCA/MCA (preferably IT/CS specialization)

Certifications (Optional):

  • Genesys Certifications (definite plus)

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