Genesys Support

3 weeks ago

india 3i Infotech Ltd. Full time

We are hiring for t ,


  • Genesys IVR-SFDC Integration using APIs
  • Member profile details
  • Authentication
  • Intelligent Routing
  • CTI for Agent Screen Pop up.
  • Genesys Voice mail to Email Integration for auto ticketing.
  • Customized UI for Wrap up codes integrated with SFDC.
  • Genesys- Fi-Serve Integration using Audio codes SBC & ATA.
  • Phone banking over WAN / SIP Cloud.
  • Forward and return telephony path to Genesys Cloud for Members.
  • Genesys- Email Integration through SMTP.
  • Proofpoint Integration with Genesys Outbound Emails.
  • Genesys-Okta Integration
  • Okta SSO Integration with Genesys Cloud.
  • SCIM Integration completed, and Client team decided to remove this.

The Genesys Cloud edges are maintained and managed by Genesys.

Sites

A site is an entity in Genesys Cloud that you use to establish a set of rules for routing calls. These rules consist of settings that specify number plans and outbound routes.

• The number plan associates specific types of numbers with certain classifications.

• The outbound route associates classifications with specific external trunks.

Objects such as phones associated with a site share the same rules. When a user makes a call from a phone, Genesys Cloud identifies the site, and the number type and uses that information to route the call to the best outbound trunk or endpoint. Phones that are associated with a site are usually located in the same general area and have the same general purpose.

Client works out of 32 locations. A site has been created for each location. The configuration workbook has the list of sites and locations that are configured.

Edge Devices

The Edge is a cloud-managed network application that provides core telephony services.

Number Ranges/DID’s

A DID is a dialable number that route to an object, for example an inbound call flow or a user. Multiple number ranges may be provided by multiple telephony providers.

There are approximately 270 DIDs configured in the system.

Extensions

Add a single extension or a range of extension numbers associated with the organization.

Genesys Cloud supports several types of phones and provides basic and advanced configuration controls.

WebRTC Phones

Poly CCX

Other Genesys Cloud Applications

Desktop Application

Use a dedicated application . Run Genesys Cloud as a standalone program, keeping it separate from your browser windows and tabs.

Launch Genesys Cloud automatically . Automatically start up Genesys Cloud when your machine starts up, preventing you from missing important communications.

Run in silent mode . Close the window but continue to run Genesys Cloud in the background, allowing you to continue receiving chats and notifications.

Update automatically . The desktop app notifies you when a newer version is available and prompts you to refresh or install it.

Telephone User Interface (TUI)

The telephone user interface, or TUI, allows you to check voicemail and set options directly on your phone.

  • Listen to personal messages.
  • Set voicemail options.
  • Listen to group messages.

Mobile Application

Genesys Cloud offers mobile applications for Collaborate and Supervisor.

Access Control

The following objects require a division to be specified:

  • Architect flows
  • Queues
  • Users
  • Outbound dialing campaigns
  • Outbound dialing contact lists
  • Outbound dialing Do Not Call lists
  • Management units

Organization Configuration

  • Organization Settings
  • Password Requirements
  • This procedure explains how to configure Genesys Cloud password requirements. If you want to disable Genesys Cloud login and use a single-sign-on (SSO) provider instead, see Configure Genesys Cloud to authenticate with SSO only.

People and Permission

Users

Single Sign-On and SCIM

Divisions

In Genesys Cloud, administrators can separate and group configuration objects into separate divisions. A division is a way to group and segregate objects but keep them inside the same organization. For example, you can create divisions by business units, countries, and office locations and then assign configuration objects to each division. After you create and configure divisions, you can use roles to grant user access to divisions, and thus the objects within each division.

Roles and Permissions

  • Call Flows

A call flow is a connected series of actions and parameters that make up the caller experience through different phases of an interaction; it defines what the caller hears when they call a number. Flows are designed and built by dragging actions from the Architect Toolbox into the menu and configuring them in the action design area.

There are 12 call flows in the Genesys Cloud system currently.

  • Prompts
  • Prompt Bulk import

Routing

  • Scheduling
  • Schedule Groups
  • Call Routing
  • Emergency Routing

Recording Retention Policies

  • Voice Recording Retention
  • Archived after 90 days
  • Deleted after 365 days
  • Screen Recording Retention
  • Archived after 30 days
  • Deleted after 365 days
  • After call work is recorded

Contact Centre Requirements

  • ACD Skills
  • Agent Utilization
  • Queues
  • Groups
  • Wrap-Up Codes
  • After Call Work (ACW)
  • Scripting
  • Canned Responses
  • Screen Recording
  • Screen record agent desktop activity
  • GCBA (Genesys Cloud Background Assistant)
  • Email Configuration
  • Integrations
  • Genesys Cloud Data Actions
  • Salesforce Integrations
  • Quality Management
  • Quality Management Process
  • Speech and Text Analytics
  • Reporting
  • Views
  • Dashboards
  • Workforce Management
  • Business Units
  • Management Units
  • Service Goal Templates
  • Planning Groups
  • Forecasts

Key Roles & Responsibilities

  • Provide remote support for Genesys systems and applications.
  • Monitor and troubleshoot Genesys applications and related infrastructure.
  • Respond to service requests and incidents in a timely manner.
  • Collaborate with Level 2 and Level 3 technicians to escalate and resolve complex issues.
  • Document all support activities and maintain accurate records.
  • Assist in the implementation and configuration of Genesys solutions.
  • Participate in regular training sessions to stay updated on Genesys technologies and best practices.
  • Provide excellent customer service and ensure client satisfaction.
  • Adhere to company policies and procedures.

  • Genesys Engage Routing Developer

    1 week ago

    india ACL Digital Full time

    About the job ACL Digital an Alten Group Company hiring for Genesys Engage Routing Developer. Genesys Engage Routing Developer Role Summary: Routing Developer is responsible for expert technical hands-on implementation of Genesys routing solutions and knowledge sharing with the team. The ideal candidate will possess a strong and well-established record of...

  • Genesys Engage Routing Developer

    2 weeks ago

    india ACL Digital Full time

    ACL Digital an Alten Group Company hiring for Genesys Engage Routing Developer. Interested candidates can reach out at Genesys Engage Routing Developer Role Summary: Routing Developer is responsible for expert technical hands-on implementation of Genesys routing solutions and knowledge sharing with the team. The ideal candidate will possess a strong and...

  • Genesys Engage Routing Developer

    7 days ago

    India ACL Digital Full time

    About the jobACL Digital an Alten Group Company hiring for Genesys Engage Routing Developer. Genesys Engage Routing DeveloperRole Summary:Routing Developer is responsible for expert technical hands-on implementation of Genesys routing solutions and knowledge sharing with the team. The ideal candidate will possess a strong and well-established record of...

  • Genesys Engage Routing Developer

    2 weeks ago

    India ACL Digital Full time

    ACL Digital an Alten Group Company hiring for Genesys Engage Routing Developer. Interested candidates can reach out at gaurav.p@acldigital.comGenesys Engage Routing DeveloperRole Summary:Routing Developer is responsible for expert technical hands-on implementation of Genesys routing solutions and knowledge sharing with the team. The ideal candidate will...

  • Engineers/ Senior Engineers

    5 days ago

    india Technip Energies Full time

    About Technip Energies At Technip Energies, we believe in a better tomorrow and we believe we can make tomorrow better. With approximately 15,000 talented women and men, we are a global and leading engineering and technology company, with a clear vision to accelerate the energy transition. Designing and delivering added value energy solutions is what...

  • Customer Support

    2 weeks ago

    india Juma Al Majid Holding Group L.L.C. Full time

    Job Description 1.       Supports and provides service via toll free, e-mails, live chats, and social media to manage the business’ relationship with customers.2.       Performs outbound surveys to ensure customer satisfaction for Sales and After Sales Services.3.       Generates Sales Leads.4.       Registers customer details and...

  • Telecom Engineer II

    2 weeks ago

    india NCR Voyix Full time

    About the job TITLE: Telecom Engineer II(Genesys Purecloud). Experience:2.0 Years-5.0 Years Notice Period: Immediate-45 Days LOCATION: Gurgaon, (Hybrid). About NCR VOYIX Corporation NCR VOYIX Corporation (NYSE: VYX) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences....

  • Technical Specialist

    5 days ago

    india NTT DATA Full time

    Job Description NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help...

  • Splunk Cloud Support Engineer

    6 days ago

    India Miratech Full time

    Job DescriptionAre you a proactive and detail-oriented Middle Splunk Cloud Automation and Integration Engineer looking to make a global impact? We have an exciting opportunity for you to join our Platform Administration team on a large-scale, international project.You'll play a key role in our ongoing Genesys Engage project, focusing on EMEA countries. Your...

  • Splunk Cloud Support Engineer

    5 days ago

    india Miratech Full time

    Job DescriptionAre you a proactive and detail-oriented Middle Splunk Cloud Automation and Integration Engineer looking to make a global impact? We have an exciting opportunity for you to join our Platform Administration team on a large-scale, international project. You'll play a key role in our ongoing Genesys Engage project, focusing on EMEA countries. Your...

  • DHDSS Coordination Support

    4 weeks ago

    india Genesis Consulting Partners, LLC Full time

    Job Description This is a remote position. Job Title: Business Analyst  Job Location:    Remote with travel to client sites in Virginia / Maryland on occasion.    Job Summary:    As a Business Analyst for Genesis Consulting, you will play a critical role in analyzing and interpreting data, identifying trends, and providing insights...

  • Siebel Engineer

    3 weeks ago

    india Notus Full time

    We are looking good candidates for Sieble CRM/Sieble CTI ( Client -Wipro) (Contractual Role- on site) (PAN India)Exp : 8+yrs (Sieble CRM/Sieble CTI) Notice period : Immediate joiners only.Shift Timing : Day shift full time work Location : Pan IndiaRole purpose :- Assess, design and implement new products & services through different Releases on Oracle Siebel...

  • Regional Restaurant Manager

    2 weeks ago

    india Genesis Group Nigeria Limited Full time

    Job Description Assist the Executive General Manager in developing and executing business strategies to achieve the company’s goals and objectivesOversee daily operations across multiple restaurant locations, ensuring consistent adherence to the highest standards of quality, service, and operational efficiency.Conduct regular site visits to monitor...

  • Sales And Marketing Specialist

    7 days ago

    india Genesis Solutions Full time

    Genesis Solutions is looking for Sales & Marketing Specialist for VFDs & other automation products. Key Points : specializing in VFDs & Automation Technology, you will play a pivotal role in driving revenue growth and market expansion. Job Description / Responsibility : Identify and target new sales opportunities in the VFD and Drives market. • ...

  • IT Call Center Agent-1298

    2 weeks ago

    india SA Technologies Full time

    Job Description Role: IT Call Center Agent-1298 Estimated Duration: 6+ months Location: Phoenix, AZ Position Description     The Client is seeking an Information Technology (IT) Call Center Agent to provide support for internal and external customers. This position will report to a high-volume call center environment as the initial point of contact and...

  • Product Sales Specialist

    2 days ago

    india Airtel Digital Full time

    We are seeking solution selling expert offering in Contact Center (CcaaS) product & spear head the GTM program. The ideal candidate will be responsible for supporting the sales process by generating and qualifying leads, providing product information, This role requires excellent communication skills, a customer-centric approach, and a good understanding of...

  • Personal Assistant

    1 week ago

    india 𝐏𝐎𝐖𝐄𝐑 𝐆𝐄𝐍𝐄𝐒𝐘𝐒 𝐏𝐕𝐓 𝐋𝐓𝐃 Full time

    Power Genesys Pvt Ltd ( PGPL )  is  Solar power company generating clean green energy and also developing solar power plants for Industrial & Commercial customers. It also has interests in real estate and finance.  Located in Mumbai since 1971, PGPL has been growing it solar business with ground mounted and roof top solar power plants along with...

  • Technology Specialist

    1 week ago

    india Link Group Full time

    Overview We’re looking for a Technology Specialist who is driven and passionate and can solve complex problems by designing or modifying technology architecture, support the product from technical standpoint and testing the integration of software in these designs for correct functionality. The role will be point of contact for all Architectural &...

  • Cisco Network Engineer

    7 days ago

    india LTIMindtree Full time

    Job Description Interpersonal skills: · Excellent Team Leading experience – able to take the team forward in a cohesive way · Ability to create and maintain strong relationships · Flexibility to adapt to change in a dynamic environment · Work collaboratively with the company’s other IT infrastructure teams · Resilient team player who is...

  • Cisco Network Engineer

    2 weeks ago

    india LTIMindtree Full time

    Experience Range: 3 to 5 years Location: Bangalore, Chennai & Hyderabad Notice Period: Immediate or less than 30 days Job Description # Network Engineer (Routing/Switching/Firewalls/Voice/Load Balancers); SD-WAN; Cisco Viptella Interpersonal skills: · Excellent Team Leading experience – able to take the team forward in a cohesive way · Ability to...