Genesys Lead

Overview

Remote
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

Genesys
Knowledge Sharing
Media
Offshoring
Process Improvement
Production Support
Application Development
Call-recording
Configuration Management
Database
GVP
Routing
SIP
SQL
Unix
WFM

Job Details

Position: Genesys Lead

Location: Wilmington, DE / NY / NJ / Plano, TX / Chicago, IL / Columbus, OH / Remote

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

Alchemy: Transforming Your Professional Vision into Reality

Since our inception in 2013, Alchemy has been dedicated to reshaping organizational performance through innovative IT services. With a vision to empower businesses seeking a transformative edge, we ve positioned ourselves at the forefront of digitization and software modernization.

Our name reflects our mission: to transmute technology into gold-standard solutions for our esteemed clients. We proudly serve a diverse range of sectors, including IT and ITES, BFSI, Telecom and Media, Automotive, Manufacturing, Energy, Oil and Gas, Real Estate, Retail, Healthcare, and more.

With a global footprint spanning the USA, India, Europe, Canada, Singapore, Japan, and parts of Central and West Africa, we harness a unique blend of competencies, frameworks, and cutting-edge technologies. Together, we drive growth and innovation across industries, helping organizations turn their visions into reality.

Alchemy Connecting Talent with Opportunities (Diversity, Equity and Inclusion)

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