Genesys SME

1 month ago

delhi, 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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