Genesys SME

1 month ago

Chennai, India Tata Consultancy Services Full time

Job Role - Genesys SME

Experience Range: 5 to 8 years

Job Locations: Chennai, Indore

Job Description

Must have

  • Skills in Genesys - IVR call flow, Routing, Architect, Workforce Management, Script creation, Voice mail set up and configuration, Wrap-up codes, Integrations, Queue Design, Web Service/API integration
  • Should have experience in Configuring, Development of the following task on Genesys pure cloud
  • IVR call flow, Routing, recording, Workforce Management, Agent Profile, Script creation, Voice mail set up and configuration
  • Good knowledge on Omnichannel & Digital Services (Email, Chat, SMS)
  • Experience on Configuring & Troubleshooting, upgrades of the systems.
  • Experience in Genesys Administration, Reporting, and Analytics.
  • Experience in Genesys Integration with other systems and applications, such as CRM platforms, contact center tools, and databases.
  • Must possess good troubleshooting skills and ability to Analyse voice systems, to identify and resolve system issues.

Roles and responsibilities:

  • Administration and Maintenance IVR call flow, Routing, recording, Workforce Management, Agent Profile, Script creation, Voice mail set up and configuration.
  • Review the current infrastructure to identify potential quality improvements.
  • Manage the routine operational works, Incident Tickets, Services Requests, and Tasks assigned though ITSM ticketing tool.

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