Genesys On Prem

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.