Overview
Skills
Job Details
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
Competencies: Geneys Purecloud, Genesys Engage
Experience (Years): 10 & Above