10.0 - 15.0 years

18 - 33 Lacs

gurugram, chennai, bengaluru

Work from Office

Shift Time : 2:30 PM -1:00 AM Location : Gurugram/Chennai/Bengaluru Responsibilities : - SME Level Expertise , Product level knowledge on Genesys OnPrem// 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 - Genesys L3 Level Support - 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 Provide Level 3 support for Genesys On-Prem components. Troubleshoot and resolve issues related to: SIP Server Orchestration Server Rules Engine GRAT (Genesys Rules Authoring Tool) Perform root cause analysis and implement long-term fixes. Collaborate with DevOps, Infrastructure, and Application teams. Maintain detailed documentation of incidents, resolutions, and SOPs. Participate in on-call rotation and incident response. Functionality and Troubleshooting Areas - SIP Cluster, SIP - ORS, URS, Composer, SCXML - WWE, WDE - CHAT, GMS - GRE, GRAT - Knowledge on Splunk for Alerting & Monitoring.

Posted 1 week ago

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