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Job Description
Genesys Application Support Analyst will be responsible for providing resolution, diagnosis, and repair of Genesys Applications. He/she will be a broad knowledge in Genesys CTI, SIP/VoIP phones, call recording and CTI desktop applications. The ideal candidate should have a strong IT background with a broad knowledge of Genesys/Telecom experience in general, be amiable and enjoy working directly with end-users, and have a track record of resolving complex technical issues under tight deadlines in a production environment.
Responsibilities
Support and Maintenance of Genesys Inbound Voice 8.x Components.
• Provide 24x7 operational supports to all production practices on holidays and weekends.
• Performing regular health checks and monitoring of all environments.
• Monitor all alerts and escalate all issues for Genesys Framework, Routing and Reporting components and Routine Server Maintenance.
• Proactively monitors and tunes the system to achieve optimum performance levels.
• Coordinate with various teams and external vendors and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production issues.
• Responsible for deploying, configuring and maintaining Genesys Framework applications.
• Creating and Maintaining the Run books.
• Providing on call support of the Call Center environment Support issues.
• Understanding the technical issues and solutions in relation to the current environment.
Requirements• Provide 24x7 operational supports to all production practices on holidays and weekends.
• Performing regular health checks and monitoring of all environments.
• Monitor all alerts and escalate all issues for Genesys Framework, Routing and Reporting components and Routine Server Maintenance.
• Proactively monitors and tunes the system to achieve optimum performance levels.
• Coordinate with various teams and external vendors and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production issues.
• Responsible for deploying, configuring and maintaining Genesys Framework applications.
• Creating and Maintaining the Run books.
• Providing on call support of the Call Center environment Support issues.
• Understanding the technical issues and solutions in relation to the current environment.
• BE or ME in Computer Science or a related technical field
• Relevant Experience of 3 – 6 yrs
• Should have experience in Call Center Technology(Avaya/Genesys/CISCO)
• Should have experience in CTI products
• Experience with the Genesys suite of products in the installation, configuration, integration, troubleshooting, Inbound, Outbound, Routing and Historical reporting (CCA, CCPulse+)
• Call Routing
• Should have experience in Workforce Management
• Should have experience in Call Recording, and VoIP Technologies
• Relevant Experience of 3 – 6 yrs
• Should have experience in Call Center Technology(Avaya/Genesys/CISCO)
• Should have experience in CTI products
• Experience with the Genesys suite of products in the installation, configuration, integration, troubleshooting, Inbound, Outbound, Routing and Historical reporting (CCA, CCPulse+)
• Call Routing
• Should have experience in Workforce Management
• Should have experience in Call Recording, and VoIP Technologies
Location: Hyderabad
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