Genesys Contact Center

3 days ago

Noida, Uttar Pradesh, India Devolyt Technologies Private Limited Full time ₹ 1,00,000 - ₹ 1,20,000 per year

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 multimedia setup (chat & email) environment
  • Hands On experience on Genesys Architect, Genesys Dialogflow engine
  • Hands On experience of integrating with Appfoundry applications as well as connectors Salesforce, Microsoft Dynamics, ServiceNow
  • 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 advanced troubleshooting for applications and systems, determining cause and effect.
  • Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
  • Understand and apply advanced system/application administration, management and performance tuning techniques.
  • 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, ₹120,000.00 per year

Work Location: In person

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