Genesys Lead Demand

  • Wilmington, DE
  • Posted 20 hours ago | Updated 14 hours ago

Overview

On Site
Depends on Experience
Full Time

Skills

Analytical Skill
Application Development
Call-recording
Communication
Configuration Management
Conflict Resolution
Database
GVP
Genesys
Knowledge Sharing
Media
Offshoring
Problem Solving
Process Improvement
Production Support
Reporting
Routing
SIP
SQL
Unix
Virtual Team
WFM

Job Details

Role: Genesys Lead Demand

Location: Wilmington, DE..(5 Days Onsite)

Job Type: W-2/Full Time

Job Description:

Job Duties:

  • 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.
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