Genesys Cloud Architecture

Job Title – Genesys Cloud Architecture

Job Location – Remote

Duration – 12 months

 

Job Description –

Soft Skills requirements

•            Excellent communication and conversation skills (Verbal and Written)

•            Good documentation skills

•            Good working knowledge of MS OFFICE (Including MS Project and Visio)

•            Should have good customer handling skills

Certification requirements:

•            Google Cloud Platform (Mandatory)

•            ITIL Foundation (Preferred)

Skills required

•            Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support.

•            Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.

•            Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.

•            Should be hands on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues etc.

•            Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.

•            Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc.

•            Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day ;operational activities on Genesys Cloud CX.

•            Provide Tier 3 support during critical incidents as necessary

•            Participate and lead ongoing technology research and strategic planning for contact center services

•            Perform some Genesys infrastructure maintenance work; some after-hours z6/ work is required

•            Flexibility to work across different time zones

•            Resource should be flexible for working in NA Shift Projects as well.

 

Roles & Responsibilities

•            Resolving incident cases.

•            Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.

•            Incident tracking to ensure continuity across shifts.

•            Vendor management with PSTN Service provide, OEM for resolution of tickets.

•            Coordination of communication bridges during major outages

•            Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).

•            Adhering to defined SLAs

•            Handling tickets / requests

•            Troubleshooting technical issues

•            Ensuring that defined processes are adhered to

•            Report regularly concerning key counters and measures of the voice network through health checks

•            Genesys Release Management

 

Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.