Job
Description
As a Genesys Contact Center Level L3, your role involves providing advanced troubleshooting for applications and systems, determining cause and effect. You will be required to provide 24 x 7 on-call support as part of a scheduled rotation with other team members. Additionally, you will need to understand and apply advanced system/application administration, management, and performance tuning techniques. Your responsibilities will include assisting with day-to-day operation support, performance tuning, disaster recovery, and mentoring newly hired representatives to ensure a smooth transition from learning environment to daily production environment. You may also participate in providing formal training and be involved in meetings, presentations, or other designated special projects as assigned by department management. Key Responsibilities: - Provide advanced troubleshooting for applications and systems - Provide 24 x 7 on-call support - Apply advanced system/application administration, management, and performance tuning techniques - Assist with day-to-day operation support, performance tuning, disaster recovery - Mentor newly hired representatives and participate in formal training - Participate in meetings, presentations, or special projects as assigned - Develop job aides and tools to improve overall service quality - Evaluate hardware and software requirements for purchase decision justifications - Perform other duties as assigned by Management Qualifications Required: - Bachelor's degree in IT or related field is preferred - 8+ years of experience in Genesys Contact Center - Certification in GCP is mandatory - ITIL Foundation certification is preferred - Strong communication and conversation skills (Verbal and Written) - Good documentation skills - Good working knowledge of MS OFFICE including MS Project and Visio - Understanding of SIP Protocols, Genesys Framework, and Architecture - Hands-on experience in multimedia setup environment - Experience with Genesys Architect, Genesys Dialogflow engine, and Appfoundry applications - Troubleshooting experience with Genesys Cloud interactions - Installation experience of Genesys Edge Device and integration with Cloud telecom providers - Configuration experience with UCC platforms such as 8X8, Microsoft Teams, Zoom, etc. - Working knowledge of Genesys cloud modules such as WEM, Speech Analytics, Chatbot engine - Strong knowledge of designing and developing Genesys Routing Strategies and IVRs - Good knowledge of databases such as SQL, Oracle, MySQL - Experience in integrating with SSO, Active Directory tools - Exposure to CTI development, Agent Softphone, Genesys API / SDK - Integration of Genesys solution with CRM Agent desktops - Knowledge of JAVA/.Net technology and ITIL principles Please note that the job is full-time and permanent with in-person work location. As a Genesys Contact Center Level L3, your role involves providing advanced troubleshooting for applications and systems, determining cause and effect. You will be required to provide 24 x 7 on-call support as part of a scheduled rotation with other team members. Additionally, you will need to understand and apply advanced system/application administration, management, and performance tuning techniques. Your responsibilities will include assisting with day-to-day operation support, performance tuning, disaster recovery, and mentoring newly hired representatives to ensure a smooth transition from learning environment to daily production environment. You may also participate in providing formal training and be involved in meetings, presentations, or other designated special projects as assigned by department management. Key Responsibilities: - Provide advanced troubleshooting for applications and systems - Provide 24 x 7 on-call support - Apply advanced system/application administration, management, and performance tuning techniques - Assist with day-to-day operation support, performance tuning, disaster recovery - Mentor newly hired representatives and participate in formal training - Participate in meetings, presentations, or special projects as assigned - Develop job aides and tools to improve overall service quality - Evaluate hardware and software requirements for purchase decision justifications - Perform other duties as assigned by Management Qualifications Required: - Bachelor's degree in IT or related field is preferred - 8+ years of experience in Genesys Contact Center - Certification in GCP is mandatory - ITIL Foundation certification is preferred - Strong communication and conversation skills (Verbal and Written) - Good documentation skills - Good working knowledge of MS OFFICE including MS Project and Visio - Understanding of SIP Protocols, Genesys Framework, and Architecture - Hands-on experience in multimedia setup environment - Experience with Genesys Architect, Genesys Dialogflow engine, and Appfoundry applications - Troubleshooting experience with Genesys Cloud interactions - Inst
