Job description
Mandatory Technical Skills:
- Experience administrating and supporting Genesys Cloud.
- Exp in Inbound and outbound Call management on Genesys Cloud
- Support and administration of Genesys Cloud that includes Move, Add, Change and delete administration of Users, Queues, Skills, call flow, roles and permissions.
- Experience in understand and building flows within Genesys Cloud Architect
- Good knowledge of Voice Networking, VOIP, and Contact center Technology, Application Networking, Voice Gateways, Gatekeepers, H323, IP Telephony etc.
- Understanding & hands on experience of SIP Protocols, Avaya SBC
- Experience of Avaya Voice Platform will be an added advantage.
- Should have good troubleshooting and analytical skills.
- Advanced IT-knowledge
- Social competence and pronounced communication skills.
- Independent working style and high commitment
Roles & Responsibilities:
- Provide support coverage for multiple locations during designated shifts including night shift as needed.
- Work in resolving tickets, outages and reported problems.
- Participates and leads in Incident Management calls related to enterprise VoIP network infrastructure, troubleshoot, and provides evidence as required.
- Create, Maintain, and Report on the Call Management System (ACD) including Call Vectors and Scripts.
- Work with Third Party Providers to assist in Problem resolution of telecommunication Problems.
- Troubleshoot and resolve customer requests, issues in line with customer agreements with agreed timelines.
- Maintain and update voice network diagrams and vendor information for voice network devices Performs Root Cause Analysis
- Should have focus on Change Management, Incident management, Problem Management.
- Monitor health and performance to ensure continued, uninterrupted operation of the telephony systems.
- Call Flow Design in interaction (ACD, CTI, IVR) for GENESYS Pure Cloud
- Carrier Service Number Management
- Responsible for ensuring the operational readiness of the IT and ACD networks via monitoring systems and UHDs
- Extended fault processing (equivalent to 2nd level support of manufacturers) of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems
- Comply with the ratios/objectives established in the service (KPI, SLA, SolveIT)
Educational Background:
- Bachelor's Degree in IT / Computer Studies or Engineering & Management or similar education
- Certification ITIL V3 Foundation
Required Skill Profession
Computer Occupations