Overview
On Site
$DOE
Contract - Independent
Contract - W2
Contract - 12
Skills
Genesys
inbound
Email
Outbound
Job Details
Our client seeks an Genesys Lead for a 12 Months project in Wilmington, DE . Below is the detailed requirement
Title: Genesys Lead
Location : Wilmington, DE
Duration: 12 Months
Job Description:
- Bachelor's degree preferably in Computer Science, Information technology, Computer Engineering, or related IT discipline or equivalent experience with 12+ Minimum Experience
- 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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