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 channels.
• Install and upgrade Genesys components within production environments.
• Configure options and applications in Genesys CME.
• Identify system performance bottlenecks and provide recommendations to development teams.
• Execute mitigation plans for infrastructure changes and perform validation for environment updates.
• Participate in on-call support during weekends to manage critical issues and change requests.

Required Skills

• 5+ years of experience in a production support environment.
• Hands-on experience with Genesys Config/Management layers and Routing layers.
• Deep knowledge of GVP, SIP layer, and Media layer.
• Ability to troubleshoot complex issues involving Genesys SIP, media servers, and ICON/Info Mart.
• Proficiency with Unix basics.
• Knowledge of Oracle Database and SQL basics.
• Strong analytical and problem-solving skills.
• Ability to work independently with limited guidance.
• Effective communication skills for direct client reporting and virtual team collaboration.

Preferred Skills

• Exposure to WFM tools like Aspect.
• Experience with call recording tools.

Key Skills

Education

Any Graduate