Genesys On Prem

2 weeks ago

Bengaluru Chennai Gurugram, India Optum Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Responsibilities :

  • SME Level Expertise , Product level knowledge on Genesys OnPrem// Amazon Connect
  • Innovation mindset
  • Provide support for P1 and P2 issues
  • Communication and Outage Management
  • Work with Optum SMEs and Developers to identify and fix the issues identified in P1 and P2 tickets

  • Genesys L3 Level Support

  • Work with L2 resources to get the RCA for P1 and P2 issues

  • Update KT for any new Issues and set up process to proactive alert and fix for issues
  • Mentor L1 and L2 team for any issues that they need help and guidance
  • Identify any potential issues in platform and propose the fix/solution with team.
  • Monitor the Changes scheduled and look for any potential impact which could be caused.

  • Monitor the new Hotfix and Release of Genesys products and recommend the upgrade

    Provide Level 3 support for Genesys On-Prem components.

  • Troubleshoot and resolve issues related to:

  • SIP Server

  • Orchestration Server
  • Rules Engine

  • GRAT (Genesys Rules Authoring Tool)

  • Perform root cause analysis and implement long-term fixes.

  • Collaborate with DevOps, Infrastructure, and Application teams.
  • Maintain detailed documentation of incidents, resolutions, and SOPs.
  • Participate in on-call rotation and incident response.

Functionality and Troubleshooting Areas

  • SIP Cluster, SIP

- ORS, URS, Composer, SCXML

- WWE, WDE

- CHAT, GMS

- GRE, GRAT

- Knowledge on Splunk for Alerting & Monitoring.

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