Overview
Skills
Job Details
Role: Genesys Lead
Location: Wilmington, DE / NY / NJ / Plano, TX / Chicago, IL / Columbus, OH Onsite role
Type: Contract W2
Duration: Long term
Job Description:
- 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
- Flexibility to work on different Shifts and Stretch.
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.
About Next Gen Software Solutions LLC:
Next Gen Software Solutions is a trusted provider of IT Staffing and consulting services dedicated to empowering businesses with cutting-edge technology solutions and exceptional talent. We specialize in delivering tailored IT consulting services, innovative software solutions, and connecting businesses with highly skilled IT professionals. Founded and led by a dedicated U.S. Army solider, Next Gen Software Solutions is deeply rooted in the core values of integrity, discipline, commitment, and experience-principles that guide every aspect of our operations.
Equal Employment Opportunity Statement:
Next Gen Software Solutions LLC is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace where all employees and applicants are treated respect and dignity. We do not discriminate based on race, colour, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, genetic information, veteran status, or any other legally protected characteristic under applicable federal, state, or local laws.
About Next Gen Software Solutions LLC: