New American Funding

2 weeks ago

Chennai, India NAF Full time

Responsibilities :- Creation and modification of call flows, queues, people, roles, permissions, sites, and locations within Genesys Cloud platform- Work with management and stakeholders to determine requirements for new requests.- Create and modify Architect call flows.- Create and update User Accounts for contact centre systems such as Free voice, Genesys, etc.- Support end users with contact centre needs including desktop software support and hardware support.- Manage trouble tickets according to company established SLAs.- Work with contact centre related vendors to resolve issues.- Track and manage contact centre assets.- Assist with optimizing existing processes.- Mentoring other support personnel on hardware and software problem analysis and resolutionCore Competencies : - Experience and/or working knowledge of Genesys Cloud platform.- Genesys Cloud Certification (preferred)- Experience and/or working knowledge of APIs.- Superior analytical, troubleshooting, and problem-solving abilities- Basic programming skills with strong understanding of logic and data types- Understanding of WebRTC and SIP- Basic end user network trouble shooting- Basic knowledge of Wireshark- Desktop support experience- Ability to work successfully in a fast-paced, high-pressure environment.- Demonstrated ability to prioritize tasks and manage time wisely.- Ability to work independently, analyses data, and recommend appropriate actions with minimal supervision.- Resolution oriented with the ability to work in a team environment.- Excellent written and oral communication and customer service skills- Good Documentation skills- Ability to communicate effectively verbally as well as written (ref:hirist.tech)

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