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- Specific day-to-day responsibilities and milestones needed to achieve the objectives of the role
- ·need to support Customer Support users and troubleshoot all their VoIP/Chat issues within an entire organization/company
- Available as needed for escalation of support incidents and available for after-hours on-call support
- Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community and ability to communicate technical information to non-technical personnel.
- Follow standard processes and procedures
- Gather customers information and determine the issue by technically evaluating and analyzing the symptoms
- Harmonization of global communications (technical documentation & RFP management)
- Develop and implement standards, procedures and processes for the communication systems.
- Provide custom development of CTI solutions within the Genesys CTI platforms Utilize experience of contact center systems such as multi-site call routing, ACD, IVR.
- Responsible for handling all the Genesys CTI implementations in Production Environment
- Documented and maintained VoIP infrastructure policies, procedures and other documentation
- Ensure that telecommunication systems, processes and procedures are compliant with applicable regulations
- Should have 2-3 years of relevant experience in Genesys Cloud technology (Operations)
- Working knowledge about configuring and troubleshooting on Genesys cloud solutions.
- Strong telecommunications experience in a large corporate environment.
- Experience in Routing application call flow development using architect.
- Experience in setting up customized reports and dashboards within Genesys Cloud.
- Experience on Integration of the Genesys Components with 3rd party applications like Avaya, Aspect, and Cisco.
- Prepare the Test cases and Test data for the new call flow strategies
- Have good knowledge on analysing SIP logs and able to fix the issue
- Should be able to Design, Implementing and maintaining of the Genesys Contact Center applications.
- Commendable knowledge on Networking, SIP, VOIP, H.323.
- Strong problem solving and analytical skills
- Strong team player. Capable of working together with team-members to come up with solutions to meet complex design challenges or random network issues.
- Experience implementing and maintaining call recording software such as speech minor and reporting tools such as CCPulse, Pluse, Informat, etc.
- Stakeholder management
- Excellent written and oral communication skills on technical level
- Driven, robust, self-motivated, delivery focused and able to withstand 24/7 pressure, and to challenge and be challenged Additional Information Not Specified
Genesys Engineer - Hyderabad, India - Ivy comptech
Description
About The Role
Purpose of Role:
Our firm seeks a knowledgeable, talented, and industrious senior voice engineer who will work alongside the IT support team to ensure maximum performance of a high traffic voice and chat infrastructure while maintaining system integrity. Internal networks include communication systems, including voice & chats. Provides reliable, state-of-the-art communication services to the company with agreeable, helpful, and efficient as well as having in-depth knowledge of telecommunications with a focus on high-level design and planning.
Primary Responsibilities:
Occasional Responsibilities:
Knowledge/Expertise/Qualifications:
Essential