Technical Specialist

1 day ago

Chennai, Tamil Nadu, India beBeeNetwork Full time ₹ 12,00,000 - ₹ 15,00,000
Job Overview

This role involves the daily maintenance and upkeep of Genesys PureCloud solutions, ensuring they are running efficiently and effectively. The successful candidate will be responsible for troubleshooting issues, collaborating with internal teams, and implementing new features to drive business growth.

Duties and Responsibilities
  • Sustain and maintain Genesys PureCloud Solutions on a daily basis
  • Perform MACD tasks on Genesys, including call flows and SIP trunks
  • Provide Level 3 support during issues and drive resolution
  • Collaborate with internal and external teams to integrate their platforms with Genesys
  • Migrate and implement Genesys PureCloud Solutions
  • Monitor project progress and adjust as necessary to ensure successful delivery
  • Develop documentation and knowledge bases
  • Manage incident and service requests
  • Coordinate team activities, working closely with different support groups
  • Regularly review the platform to ensure optimal performance and user satisfaction
Requirements

To succeed in this role, you will need:

  • 5+ years of hands-on experience troubleshooting Genesys PureCloud solutions
  • Good understanding of APIs and integrating with third-party applications
  • Experience in migration and implementation of Genesys PureCloud
  • Strong business acumen and ability to convert requirements to solutions
  • Familiarity with call flows, inbound and outbound campaigns, call recordings, and call monitoring
  • Knowledge of gateway configuration and Genesys SIP trunking and dial plans
  • Able to identify root causes via reading logs and other Genesys tools
  • Effective communication skills to explain issues to vendors
  • Understanding of network routing, VOIP protocols, SIP responses, and handshake communication

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