Genesys Lead

"Job Duties:

10+ Years

Troubleshoot production incidents in Genesys Voice(Inbound/Outbound), Email & Chat based on priority and work to towards resolution
Install and upgrade Genesys components in production environment
Good Hands-on experience with Genesys Config/Management layers, Routing layer, GVP, SIP layer/Media layer
Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, media server, and ICON/Info Mart
Configure options and applications in Genesys CME
Identify the impacts for Genesys applications for infrastructure changes and prepare/execute mitigation plans.
Perform validation & verification for environment/infrastructure related changes
Take part in discussions with development & operations teams on system improvement and stability of the components
Identify system performance bottlenecks and raise recommendations to application development teams
Look for process improvements in the support process and raise process improvement proposals.
Take part in Knowledge sharing sessions from development/offshore teams
Extend on-call support during weekends. During this time, attend critical issues and any change requests.
Exposure to WFM tools like Aspect and call recording tools would be a plus

Desired Skills:

Prior experience of working in a production support environment.
Unix basics
Oracle Database & SQL basics

Interpersonal Skills:

Well-developed analytical & problem-solving skills
Strong oral and written communication skills
Excellent team player, able to work with virtual teams.
Ability to learn quickly in a dynamic start-up environment.
Must be able to work under own initiative with limited guidance from team manager due to the fast pace and high-volume of work managed by the team.
Able to talk to client directly and report to client/offshore.
Flexibility to work on different Shifts and Stretch.
"