Description

You will lead the technical support and maintenance of Genesys Voice, Email, and Chat environments.

Responsibilities

• Troubleshoot production incidents across Genesys Voice (Inbound/Outbound), Email, and Chat based on priority.
• Install and upgrade Genesys components within production environments.
• Configure options and applications in Genesys CME.
• Identify system performance bottlenecks and provide recommendations to application development teams.
• Execute mitigation plans and validation for infrastructure changes to minimize application impact.
• Provide on-call support during weekends for critical issues and change requests.

Required Skills

• 10+ years of experience in Genesys engineering and support.
• Hands-on experience with Genesys Config and Management layers.
• Deep knowledge of the Genesys Routing layer.
• Technical proficiency with GVP.
• Experience troubleshooting Genesys SIP and Media layers.
• Ability to resolve complex issues involving ICON/Info Mart.
• Experience performing validation and verification for environment and infrastructure changes.
• Any Graduate degree.

Preferred Skills

• Exposure to WFM tools such as Aspect.
• Experience with call recording tools.

Key Skills

Education

Any Graduate