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Job Title: Genesys Contact Center
Job Location: 100% Remote
Duration: Long term Contract
Job Description:
Skills required:
1. Understanding of SIP Protocols, Genesys Framework and Architecture
2. Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
3. Good understanding of the following Genesys Products
o Genesys 8.x framework
o Trunks, E1/ T1(CAS, CCS), SIP etc.,
o Gateway protocols: SIP and MGCP
4. Good ITIL Knowledge Incident, Configuration Management
Roles & Responsibilities:
1. Resolving incident cases.
2. Adhering to defined SLAs.
3. Handling tickets / requests.
4. Troubleshooting technical issues.
5. Ensuring that defined processes are adhered to.
6. Report regularly concerning key counters and measures of the voice network through health checks.
Certification requirements:
1. GCS8-CTS (Preferred)
2. ITIL Foundation (Preferred)
Education requirements:
Any Graduate;
Bachelor's degree in IT or related field is preferred.
Soft Skills requirements:
1. Excellent communication and conversation skills (Verbal and Written)
2. Good documentation skills
3. Good working knowledge of MS OFFICE (Including MS Project and Visio)دوام كامل