Genesys Contact Center

Job Title

Genesys Contact Center (Level – L3)

Job Location

Reports To

Manager

Department/OMC

Number of Positions

Education requirements

Any Graduate;

Bachelor's degree in IT or related field is preferred

Years of Experience

8+ Years in Genesys Contact Center

T Level

T2

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)

Certification requirements:

• GCP (Mandatory)
• ITIL Foundation (Preferred)

Skills required

• Understanding of SIP Protocols, Genesys Framework and Architecture
• Good Knowledge of SIP protocol.
• Hands on experience on multimedia setup (chat & email) environment
• Hands On experience on Genesys Architect, Genesys Dialogflow engine
• Hands On experience of integrating with Appfoundry applications as well as connectors Salesforce, Microsoft Dynamics, ServiceNow
• Should have experience of troubleshooting Genesys Cloud interations
• Should have installation experience of Genesys Edge Device
• Should have experience of integrating Cloud telecom provider integration
• Should have experience of configuring other UCC platforms such as 8X8, Microsoft teams, Zoom etc.
• Working Knowledge of Genesys cloud modules such as WEM, Speech Analytics, Chatbot engine etc.
• Strong knowledge on designing and developing Genesys Routing Strategies and IVRs
• Good knowledge in Database such as SQL, Oracle, MySQL etc
• Should have experience of integrating with SSO, Active directory tools
• Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.
• Strong exposure on CTI development, Agent Softphone, Genesys API / SDK
• Integration of Genesys solution with CRM Agent desktops.
• Should have knowledge on JAVA/.Net technology.
• Good ITIL Knowledge – Incident, Configuration Management

Roles & Responsibilities

• Provide advanced troubleshooting for applications and systems, determining cause and effect.
• Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
• Understand and apply advanced system/application administration, management and performance tuning techniques.
• Assist with day-to-day operation support, performance tuning, disaster recovery
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
• Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Develops job aides and other tools to assist engineers in improving overall quality of service
• Evaluate hardware and software requirements and be able to justify purchase decisions.
• Other duties as assigned by Management.

Job Types: Full-time, Permanent

Pay: ₹100,000.00 - ₹120,000.00 per year

Work Location: In person