TOP 5 SKILLS REQUIRED:
1. Genesys Engage / OnPrem Certification with the following components:
(Certification Preferred)
Framework - SIP Server / T-Server
Management - CS/CSProxy/DBServer/LCA/Message Server/SCS/CME/SCI/GAX/GA
eServices - Chat Server (sync and async), GMS, UCS and Proxy, IXN Server and Proxy, UCS Manager
Reporting - Genesys Pulse (Pulse and Collector) and RTME (Stat Server)
Routing - ORS/URS/LDS
2. Troubleshoot end-2-end voice and digital interactions, providing incident support as required on all managed Genesys platforms.
3. Extensive administrative knowledge of RedHat/Rocky Linux (Certification preferred but not mandatory)
4. Ability to interpret scripts in Shell (BSH /KSH) & PL/SQL (nice to have)
5. Experience with Change Management Processes
Overall Purpose: Provide Support for all technologies related to AT&T Genesys Contact Center Voice infrastructure and applications.
Roles & Responsibilities:
1) Subject matter expert (SME) in all areas of the Voice and CTI technologies. Genesys Engage Certification required.
2) Has the ability to install Genesys applications and troubleshoot end-2-end voice and digital interactions, providing incident support as required on all managed Genesys platforms.
3) Interface directly with AT&T and peer teams on issues relating to acceptance and testing of the technologies previously described.
4) Resolve or assist in resolving complex service problems for all AT&T and Vendor partner CTI solutions through multiparty conference calls with various work centers, local access providers, internal/external customers and equipment vendors.
5) Skill must include administrative working knowledge of RedHat Linux, Oracle Databases, PL/SQL and has the ability to create scripts in Shell (bsh/ksh) and setup cron jobs.
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