Genesys Lead demand || Only local to Wilmington, DE

Overview

On Site
Accepts corp to corp applications
Contract - W2
Contract - 12+ month(s)

Skills

sip
PROPOSALS
OFFSHORE
APPLICATION DEVELOPMENT
OPERATIONS
Genesys
Aspect
MITIGATION
Process Improvements
Process Improvement
Production Environment

Job Details

Title: Genesys Lead demand

Location: Wilmington, DE (5 Days onsite/week)

Duration: 12+ months

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.

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