Vacancy expired!
- Minimum 7 years of experience in designing, deploying and supporting contact center environment
- Experience in Cloud and on-prem Genesys contact center deployments.
- Experience in managing and administrating on-prem and cloud Genesys contact center systems.
- Experience with most recent Genesys routing tools such as Genesys Orchestration, Routing and Composer
- Experience in designing and managing call flow administration
- Work during business hour however available for On Call support
- Experienced with leading a team
- Highly experienced to manage the in-scope Genesys Contact Center technologies
- Require analytical skills and advanced troubleshooting skills in Genesys Contact Center
- Clear Knowledge on Reporting processes
- Troubleshooting of Genesys contact center components
- Strong understanding of telephony dial plan design, implementation, and call control/routing protocols such as H.323, MGoogle Cloud Platform, SIP, SCCP, Q.SIG, CAS, ISDN PRI, FXO, FXS, and POTS.
- Plan and execute large-scale Contact Center upgrade and migration activities.
- Experience in IP Telephony and contact center monitoring tools
- Handle Major Incident and analyze RCA’s for Major failures
- Excellent communication skills
- Independent Contributor
- Responsible for administering and managing on-prem and cloud Genesys contact center technologies
- Triage/Troubleshoot/ Fix any issues around Genesys contact center technology
- Design and manage call flow administration
- Work with offshore team and manage teams
- Handle high priority / escalated / major issues
- Coordinate with offshore for planned deployments/patches/upgrades
- On-Call support for offshore team
- Plan and execute, large-scale Contact Center upgrade and migration activities
- Provide RCA’s for critical issues
- Participate in DR management exercise and provide recommendation
- Build and maintain SOP
- Understanding of Agile Methodologies and work based on them
Vacancy expired!