Genesys Contact Center

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