Job Details

ID #19529175
State New Jersey
City Raritannj
Job type Permanent
Salary USD TBD TBD
Source Yochana IT Solutions
Showed 2021-09-12
Date 2021-09-04
Deadline 2021-11-03
Category Et cetera
Create resume

Genesys Contact Center

New Jersey, Raritannj 00000 Raritannj USA

Vacancy expired!

Job Title: Genesys Contact Center (Level L2) Location: Raritan, NJ Duration: 12 months Mode: Contract Job Description: Education requirements Any Graduate; Bachelor's degree in IT or related field is preferred Years of Experience 4-6 Years in Genesys Contact Center Level 2 Support Soft Skills requirements

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Should have good customer handling skills
Certification requirements:
  • GCA (Mandatory)
  • ITIL Foundation (Preferred)
Skills required
  • Good understanding of SIP Protocols, Genesys Framework and Architecture
  • Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
  • Good troubleshooting experience in Genesys infrastructure.
  • Good understanding of the following Genesys Products
  • Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.
  • SBC Management
  • Trunks, E1/ T1(CAS, CCS), SIP etc.,
  • Gateway protocols: SIP and MGCP
  • Good ITIL Knowledge Incident, Change & Configuration Management
Roles & Responsibilities
  • Resolving incident cases.
  • Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
  • Incident tracking to ensure continuity across shifts.
  • Vendor management with PSTN Service provide, OEM for resolution of tickets.
  • Coordination of communication bridges during major outages
  • Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
  • Adhering to defined SLAs
  • Handling tickets / requests
  • Troubleshooting technical issues
  • Ensuring that defined processes are adhered to
  • Report regularly concerning key counters and measures of the voice network through health checks

Vacancy expired!

Subscribe Report job