Genesys L2/l3

Title: GENESYS L2/L3 Profile Location: Nashville, TN Type: Contract Job Description: Are you a technically skilled when it comes to technology like Voice/IPT Telephony? Do you have a track record of influencing IT stakeholders and business partners? Do you have proven ability to solve systemic, architectural, and operational issues? Expert level help to maintain the Genesys based voice technology as part of a Call Centre infrastructure. The infrastructure consists of GVP, Verba Call Recording, Workforce management, and Reporting systems. Responsible for third level troubleshooting, debugging of issues reported by our internal/external customers and providing timely resolution. We're looking for a Genesys Voice L2+/L3 resource to: o Ensure workflows, processes, tooling and applications are of the highest quality standard. o Contribute expertise to the management of existing and new IT products and services. o Maintain a knowledge database. Your team: You'll be working for the Voice NOC team in Nashville. We provide L2+/L3 operational support for Genesys infrastructure in the Americas. This benefits our internal users & associates. As an ITO you'll play an important role in supporting our associates on Genesys product suite. Your expertise: 7+ years of strong experience in Genesys L3 support. Strong knowledge of Genesys framework and Pure engage 8.x platform. Composer development experience in routing strategies and IVR. Well versed with Genesys Contact center technologies. Strong L3 troubleshooting experience of complex issues. Strong experience Genesys contact center installation, upgrade and patching. Inbound, Outbound, multi-channel experience. Experience with pulse reporting, GMS, GIA, Callback, Routing, Real-time Reporting, Business attributes, agent desktop, Media control platform, Verba Call Recording Voice gateways, SIP, URS, Historical Reporting, Resource Manager, Genesys WFM, Stat Server, T-Server, SIP Server, Chabot Gateway. Identify problems and errors - identify problems and errors prior to or when they occur. Ensure resolution of incidents and requests - Identify the root cause of incidents and problems and ensure the efficient and comprehensive resolution of incidents and requests. Incident management - Assist in analyzing, assigning, and further escalating support calls as needed. identify failures and short-comings in the current processes and escalate with recommendations. Take full ownership for managing the incident to resolution within the service level conditions. Expertise in SIP Protocols, Genesys Framework and Architecture. Genesys Architecture, Genesys Composer, Call routing application development, Genesys Rules Engine (GRE), Genesys Orchestration (ORS), Genesys Voice Process (GVP). Genesys Certified Professional/Genesys Certified Support (GCP/GCS) is a plus. At least 6 8 years' of contact center solution related Engineering work experience. Any technical graduation. Should be aware of ITIL process. Network Certification with Qualification is a plus. Should have good communication skill Thank You Parth Rajak | Sr. Technical Recruiter Sumeru Inc.| 2401 15th Street NW, Washington DC 20009 Contact: 1-408-520-9280 | Email: parth.rajak@sumerusolutions.com