Genesys Technical Support/ Consultant

3 weeks ago


Delhi, India NEXUS CORPORATION Full time
Job DescriptionRoles 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)

RequirementsRoles 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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