Genesys Support

Job Category: Genesys Support
Job Type: Full Time
Job Location: Bangalore Bhubaneshwar Hyderabad kochi Noida

Exp : 4+ years

Must have:

  • Support Genesys Production systems. Involved in troubleshooting, maintenance, configuration and installation of Genesys Components
  • Troubleshoot production incidents in Genesys Voice (Inbound/Outbound), Email & Chat based on priority and work to towards resolution
  • Install and upgrade Genesys components in production environment
  • Configure options and applications in Genesys CME
  • Identify the impacts for Genesys applications for infrastructure changes and prepare/execute mitigation plans.
  • Perform validation & verification for environment/infrastructure related changes
  • Co-ordinate with other regional teams – offshore (India)/US/SGP teams to resolve application issues
  • Take part in ticket review discussions with Business stakeholders
  • Take part in discussions with development & operations teams on system improvement and stability of the components
  • Identify system performance bottlenecks and raise recommendations to application development teams
  • Look for process improvements in the support process and raise process improvement proposals.
  • Take part in Knowledge sharing sessions from development/offshore teams
  • Extend on-call support during weekends. During this time, attend critical issues and any change requests.
  • Exposure to WFM tools like Aspect and call recording tools would be a plus
  • The current set-up is a Genesys platform with very high volume and availability requirements. Genesys components used are Genesys CTI, SIP, Genesys eServices (email & Chat), GVP & Genesys Outbound.

Good to have:

  • Desired Skills
  • Prior experience of working in a production support environment.
  • Unix basics
  • Oracle Database & SQL basics
  • Qualifications
  • Bachelors / Masters degree in Computer Science or Information Technology

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