Genesys Cloud Center SME

Key Roles and Responsibilities

• Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to Genesys Cloud CC.
• Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.
• Collaborate with other Tier IIs and Tier III Engineers to reach successful and timely resolution for all customer issues.
• Conduct a warm handoff of unresolved issues or activities in progress at shift changes.
• Proactive Monitoring and Analysis of Genesys Cloud Infrastructure
• Support after hours maintenance on Contact Center
• MACD and Service Request Support
• System level changes and maintenance
• Problem Management support including post-mortem reports and analysis
• Analysis of service infrastructure using specialized tools and systems
• Perform system and database backup and recovery
• Circuit outages; work with carriers to resolve circuit issues
• Daily/night health checks on all systems as applicable
• Troubleshoot user outages related to Genesys Cloud CC platforms
• Assist Networking group in troubleshooting network related VoIP and CC outages
• Perform System upgrades and transformations to Genesys Cloud
• Manage/assist with service disruptions
• Integrated third party application support
• Configuration Management support i.e. Finesse application, perform installation of call agent
• Install Genesys Cloud CC System patch applications
• Scripting for Genesys Cloud call routing
• Manage Genesys Cloud CC contact service queue creation, configuration, outage response, application management, user license installations
• Troubleshoot and solve call flow issues affecting various CC and UC platforms
• As requested, develop architectural modifications to network based on mission requirements
• Maintain documentation for systems and data center environment
• Provide timely and thorough escalation support to Tier IIs and escalate to Tier IVs as appropriate
• Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control and Testing
• Performance Tuning, System Optimization and Capacity Planning (lab) Reporting- resolution status updates
• Understand and support Genesys Cloud IVR applications in accordance with client requirements. Develop and write necessary code to integrate Cisco UCCE/PCCE with other API s, CTI screen pop, Finesse gadgets, IVR database dips.
• Strong familiarity with CVP scripting and an experienced development background
• Responsible for implementation (build) of a variety of voice patterns including Contact Center applications and peripherals.
• Experience administering, engineering, deploying, troubleshooting, and supporting all components of Genesys Cloud CC including CVP & ICM scripting.
• Database/SQL skills/Custom Reports
• Ability to work independently and end with a strong sense of system ownership.
• Firm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition management required.
• Strong understanding of TCP/IP and ability to troubleshoot LANs and WANs required.
• Experience with Cisco Voice platforms, Call Manager, Unity, VoIP gateway, SIP, ISDN PRI and dialing plans are all a plus.
• Experience with monitoring, capacity planning, performance reporting, optimization and troubleshooting of enterprise deployment.
• Strong work ethic, highly responsive, dependable, and self-directed, problem-solver that is fully committed to the designated shift.
• Good team player that takes initiative and works collaboratively.
• Resourceful and can identify issues to resolution and keep project moving forward.
• Demonstrates strong oral and written communication skills, with the ability to communicate with discernment, sensitivity, technical topics to management and non-technical audiences, as well as interface with the customer daily.

Requirements

• 8 years of hands-on configuration, implementation, upgrading/patching, and technical trouble-shooting support experience in voice, UC, Contact Center to include 5+ years working with Cloud Contact Centers with at least 2 years on Genesys Cloud.
• Contact Center certifications are preferred.
• The primary focus of this role will be as a SME for VA s new Genesys Cloud platform; however, experience with other Cloud CC platforms, CUCM, Unity, UCCE/PCCE are also desirable.