Genesys Support Lead

Hello Everyone,

Optum is hiring Genesys Support Lead at Bangalore who can join us on short notice.

Role & responsibilities

• SME Level Expertise , Product level knowledge on Genesys OnPrem/CXOne/ Amazon Connect
• Innovation mindset
• Provide support for P1 and P2 issues
• Communication and Outage Management
• Work with Optum SMEs and Developers to identify and fix the issues identified in P1 and P2 tickets
• Work with L2 resources to get the RCA for P1 and P2 issues
• Update KT for any new Issues and set up process to proactive alert and fix for issues
• Mentor L1 and L2 team for any issues that they need help and guidance
• Identify any potential issues in platform and propose the fix/solution with team
• Monitor the Changes scheduled and look for any potential impact which could be caused
• Monitor the new Hotfix and Release of Genesys products and recommend the upgrade
• Automation Tools

Preferred candidate profile

• Graduate degree or equivalent experience
• 8+ years of enterprise experience with Telephony and VOIP (Voice Over IP) & Contact Center Technologies
• 3+ years of CCaaS enterprise experience building Amazon Connect contact flows integrated with Python, Lambda and JSON & applications using AWS services (Cloud Watch, Kinesis, S3, Lex, Poly)
• Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Kinesis, Athena, Pinpoint, Comprehend, Transcribe
• Experience and troubleshooting Call routing, voice quality and network related issues in Genesys Cloud
• Utilize hands-on working experience in configuring call flows and call routing techniques to optimize call handling, queue management, and customer experience
• Experience in API integrations in Genesys Cloud
• Experience in troubleshooting the Genesys Cloud call flows
• SIP Server experience
• Orchestration server experience
• Rules Engine and GRAT experience
• Deep functional and technical understanding of APIs and related integration experience
• Knowledge on Splunk for Alerting & Monitoring
• Good Understanding and Troubleshooting Skills set On following Genesys OnPrem Areas
• Functional and technical understanding of building API-based integrations with Salesforce, & Bot platforms

Preferred Qualifications:

• Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs
• Genesys Cloud 'Event Bridge experience
• Cloud experience will be added advantage ( AWS )

Functionality and Troubleshooting Areas

• Amazon Connect AWS , Lambda , Mongodb, Chime, Cloudwatch, Event Bridge, Splunk, Grafana, Desktop

arshad_mohammad@optum.com

Thanks and Regards,

Arshad Ayub - Talent Scout

Deputy Manager - TA

Optum