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Senior Systems Engineer - IT Service Management

2 - 4 years

Pune

Posted:1 day ago

Job Description

Job Description

  • Work experience on Genesys PureCloud voice {Contact Center}.
  • Work experience on call flow .
  • Work experience on GCV and SIP BYOC carriers.
  • Knowledge / Work experience of Genesys APIs
  • Good communication (Written and Oral).

    Roles Responsibilities

  • Work on BAUs (Incidents and Requests) of various projects located across regions as per agreed SLA.
  • Troubleshooting of WebRTC clients / BYOC trunks / SIP / Voice Quality and coordinate with relevant stakeholders/Vendors until the issue gets resolved.
  • Communicate to Lead(s)/Manager(s) about escalated/recurring issue(s) and work with the team for fix/permanent solutions.
  • Change Management: Implement/Configure LLD as per business requirements (Trunks/Call flows/Contact center parameters).
  • End user Training: Address end user queries related to various Contact Center parameters/performance reports of Genesys cloud and training requests.
  • Documentation: Ensure to maintain records, Project documentation, Creation / amendment of User guide/Troubleshooting guide.

    Technical Requirement

  • Work experience on Genesys PureCloud voice {Contact Center}.
  • Work experience on call flow .
  • Work experience on GCV and SIP BYOC carriers.
  • Knowledge / Work experience of Genesys APIs
  • Good communication (Written and Oral).
  • Work experience of AI and Automation using Genesys cloud.
  • Work experience of various CRM integrations like (ServiceNow, Salesforce, etc.) with Genesys cloud.
  • Work experience of international Contact Center clients.
  • Work experience of other CCaaS platforms.

    Educational Requirement BE

    Preferred Skills TIG->Standard TIG

    Service LineComputers Communications Division

    • Skills Required

    SIP Genesys Servicenow Call Flow Salesforce Quality Management SLA

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    Work Mode

    Work from Office

    Job Type

    Full Time

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