Sr Staff Engineer-IT

2 weeks ago

Chennai, Tamil Nadu, India R1 RCM Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Core Responsibilities:

  • Day-to-day support and maintenance of Genesys PureCloud Solutions
  • MACD on Genesys, including call flows, SIP trunks etc
  • Act as L3 support during issues and drive towards resolution
  • Work with various internal external application teams on integrating their platform with Genesys
  • Migration and implementation of Genesys PureCloud Solution
  • Monitor project progress and adjust as necessary to ensure successful project delivery.
  • Creation of Documentation and Knowledge base
  • Responsible for managing incident and service requests
  • Manage and coordinate team activities, working closely with different support groups.
  • Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
  • Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.

Skills and Experience:

  • Hands on experience on troubleshooting Genesys PureCloud solutions
  • Good knowledge of APIs and integrating with 3rd party applications.
  • Experience in migration and implementation of Genesys PureCloud
  • Strong understanding of business requirements and ability to convert to solutions.
  • Knowledge of Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
  • Good knowledge of Gateway configuration and Genesys SIP Trucking and Dial Plans.
  • Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
  • Can explain the issue clearly to the Vendor and provide necessary information correctly if the Vendors need it
  • Knowledge of network routing, VOIP Protocols, SIP Responses, Handshake communication etc.

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