Genesys Contact Center

4 days ago

Noida Uttar Pradesh, India Devolyt Technologies Private Limited Full time

**Job Title**

**Genesys Contact Center (Level - L3)**

**Job Location**

**Reports To**

Manager

**Department/OMC**

**Number of Positions**

**Education requirements**

Any Graduate;
Bachelor's degree in IT or related field is preferred

**Years of Experience**

8+ Years in Genesys Contact Center

**T Level**

T2

**Soft Skills requirements**
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)

**Certification requirements**:

- GCP (mandatory)
- ITIL Foundation (preferred)

**Skills required**
- **Understanding of SIP Protocols, Genesys Framework and Architecture**:

- Good Knowledge of SIP protocol.
- Hands On experience on Genesys Architect, Genesys Dialogflow engine
- Should have experience of troubleshooting Genesys Cloud interations
- Should have installation experience of Genesys Edge Device
- Should have experience of integrating Cloud telecom provider integration
- Should have experience of configuring other UCC platforms such as 8X8, Microsoft teams, Zoom etc.
- Working Knowledge of Genesys cloud modules such as WEM, Speech Analytics, Chatbot engine etc.
- Strong knowledge on designing and developing Genesys Routing Strategies and IVRs
- Good knowledge in Database such as SQL, Oracle, MySQL etc
- Should have experience of integrating with SSO, Active directory tools
- Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.
- Strong exposure on CTI development, Agent Softphone, Genesys API / SDK
- Integration of Genesys solution with CRM Agent desktops.
- Should have knowledge on JAVA/.Net technology.
- **Good ITIL Knowledge - Incident, Configuration Management**

**Roles & Responsibilities**
- Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
- Assist with day-to-day operation support, performance tuning, disaster recovery
- Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
- Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
- Develops job aides and other tools to assist engineers in improving overall quality of service
- Evaluate hardware and software requirements and be able to justify purchase decisions.
- Other duties as assigned by Management.

**Job Types**: Full-time, Permanent

Pay: ₹100,000.00 - ₹120,000.00 per year

Work Location: In person

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