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Systems Engineer -Genesys PureCloud-Voice

Systems Engineer -Genesys PureCloud-Voice

Infosys BPM

3 - 6 years

2 - 5 Lacs

pune

Posted:1 week ago| Platform:

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Skills Required

genesys call flow development webrtc clients genesys purecloud voice genesys apis system engineering gcv sip llds sip byoc

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role- Systems Engineer - Genesys PureCloud-Voice

Location-Pune

Experience-3+years

Education-BE/BTECH

Skills required:

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

Job 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.

Nice to have skills:

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.

Regards,

Infosys BPM Recruitment team

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