Genesys Lead

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.