Genesys - Application support

2 weeks ago

Hyderabad, India Alphacom Systems And Solutions Full time

Job Title: Genesys Application Support (P3)

Location: Hyderabad

Experience Range: 5 to 8 Years

Department: IT Contact Center Voice Technology (CCVT)

Role Category: Application Support / Production Support (L2 Genesys & Avaya Contact Center)

Process Overview:

The Contact Center Voice Technology (CCVT) production support team provides L2 support for Consumer Banking and Wealth Management Contact Center applications. The Banks contact centers handle ~2 million customer interactions daily across North America. The team is responsible for proactive monitoring, troubleshooting, incident/problem management, hotfix installation, root cause analysis, production changes, and vendor coordination (mainly Genesys).

Responsibilities:

  • Provide production application incident management and L2 support
  • Perform problem research, troubleshooting, and resolution
  • Track and close Sev 2/Sev 3 incident/problem tickets
  • Review production changes, update monitoring setups
  • Support release and deployment activities
  • Conduct health checks and validations for Genesys applications
  • Ensure application stability and reduce noise/errors
  • Perform user administration in Genesys
  • Communicate with peers and supervisors, document work and decisions
  • Coordinate with vendors (Genesys, Avaya) for issue resolution

Mandatory Skills:

  • Genesys (On-Premises)
  • Genesys Call Routing IRD, Composer (SCXML)
  • Genesys Framework 8.X
  • Genesys Voice Platform (GVP) / IVR Systems
  • User Administration in Genesys
  • Avaya (On-Premises) Contact Center Call Support

Good-to-Have Skills:

  • Incident & problem management (ITIL processes)
  • Release & deployment support experience
  • Root cause analysis and application monitoring
  • Experience in large-scale contact center environments

Education:

  • B.E./B.Tech/M.E./M.Tech/B.Sc./M.Sc./BCA/MCA (preferably IT/CS specialization)

Certifications (Optional):

  • Genesys Certifications (definite plus)

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