Genesys Technical Support/ Consultant

1 month ago


india NEXUS CORPORATION Full time
Job Description
Roles and Responsibilities:
  • Resolving incident cases
  • Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed
  • Incident tracking to ensure continuity across shifts
  • Vendor management with PSTN Service provide, OEM for resolution of tickets
  • Coordination of communication bridges during major outages
  • Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc)
  • Adhering to defined SLAs
  • Handling tickets / requests
  • Troubleshooting technical issues
  • Ensuring that defined processes are adhered to
  • Report regularly concerning key counters and measures of the voice network through health checks

Requirements
  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Should have good customer handling skills
  • Good understanding of SIP Protocols, Genesys Framework and Architecture
  • Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
  • Good troubleshooting experience in Genesys infrastructure
  • Good understanding of the following Genesys Products
  • Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement
  • SBC Management
  • Trunks, E1/ T1(CAS, CCS), SIP etc
  • Gateway protocols: SIP and MGCP
  • Good ITIL Knowledge – Incident, Change & Configuration Management
  • GCA (Highly preferred)
  • ITIL Foundation (Preferred)

Requirements
Roles and Responsibilities:
  • Resolving incident cases
  • Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed
  • Incident tracking to ensure continuity across shifts
  • Vendor management with PSTN Service provide, OEM for resolution of tickets
  • Coordination of communication bridges during major outages
  • Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc)
  • Adhering to defined SLAs
  • Handling tickets / requests
  • Troubleshooting technical issues
  • Ensuring that defined processes are adhered to
  • Report regularly concerning key counters and measures of the voice network through health checks

Requirements
  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Should have good customer handling skills
  • Good understanding of SIP Protocols, Genesys Framework and Architecture
  • Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
  • Good troubleshooting experience in Genesys infrastructure
  • Good understanding of the following Genesys Products
  • Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement
  • SBC Management
  • Trunks, E1/ T1(CAS, CCS), SIP etc
  • Gateway protocols: SIP and MGCP
  • Good ITIL Knowledge – Incident, Change & Configuration Management
  • GCA (Highly preferred)
  • ITIL Foundation (Preferred)


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