Infra Tech Support Practitioner

Project Role :

Project Role Description :

Must have skills :

Good to have skills :

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification :

• Genesys Pure cloud solutions and Oracle SBC development, Configuration, and support
• Responsible for handling day-to-day contact center operations, requirements, and issues
• Provide L3 / L4 support for operational activities including basic troubleshooting of associated services on cloud on AWS platform Professional & Technical Skills: -
• Sound technical knowledge and hands-on experience on Genesys Cloud
• Implementation and maintenance of the Genesys Cloud solutions.
• Ability to solve complex technical issues within the Contact Center technology environment
• Thorough knowledge and well versed with Genesys Cloud application.
• Extensive experience in resolving contact center related issues.
• Knowledge of IVR, routing and reporting concepts including monitoring tools
• Implementation and solution design experience to create new setup and installation of CTI interfaces and integrations
• Management and troubleshooting of complex client contact center environments
• Implement the changes/network as applicable, test the changes and handover to customer.
• Expertise on ITIL processes and project management.
• Hands-on experience on Genesys Pure cloud solutions development, Configuration and support and AWS cloud platform knowledge is preferred.
• Candidate is expected to work with their internal telecom, infra groups the support Genesys Cloud and Oracle implementation.
• Genesys Pure cloud WEBRTC with SIP flows
• Hands on PureCloud Technology suite applications.
• Hands-on experience on developing flows using Genesys Architect
• Hands on in Architect Scripting using JavaScript and SDKS
• Hands on in Web Services Integration (3rd party)
• Hands on in Custom Reports (Rest API).
• Hands-on experience on Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter.
• Hands on experience Oracle SBCs, ECB, EOM and SDM deployment, Header manipulation, SIP, ISDN, Analog trunks call routing configuration, Session agent configuration.
• Require strong Analytics/troubleshooting skills and ability find issues by reading logs SIP, ISDN and platform logs Additional Information: - The candidate should have minimum 5 years of experience in Genesys Contact Center - This position is based at our Bengaluru office. - A 15 years full time education is required.