Job Description

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Genesys Engineer enables to provide optimal performance, continuity and efficiency in virtualized, on-demand environments. The Engineer works on assignments involving moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. The Genesys Engineer is responsible for the configuration, implementation, operation, and upgrading of Genesys systems and associated physical and virtual peripheral components/systems.

Responsibilities:

• Responsible of Genesys configuration and deployment.
• Responsible for Installing and configuring GIR Solution.
• Client project having Inbound, Outbound, MM (Facebook, Twitter, SMS and E-mail)
• GIR, Inbound, outbound, WFM, Chat troubleshooting.
• Creating documents for application upgrade activity, server reboot activity and application switchover activities.
• Technical discussion with client different business unit to provide new solutions, advice on enhancement and walkthrough.
• Responsible for educating client about GIR (Genesys Interaction Recoding).
• Functional & technical specification design preparation based on requirement and solution.
• Day to day issue troubleshooting on issue tickets.

• Bachelor's degree with 5 or more years of Genesys Experience
• Experience providing Genesys IPCC application on L2 support (Incidents and Service Requests) and CRs (Enhancements).
• Good interpersonal skills.
• Creative, analytical, and problem-solving skills.
• Capable of leading a team through a fast-paced and complex project
• Capable of effectively delegating and handover tasks to a resource pool to efficiently drive a project
• Thorough understanding of the requirement gathering process
• Excellent verbal and written business communication skills, including escalation management and information presentation