Job Description
Job Description
Role: Genesys Lead Demand
Location: WIlmington, DE / NY / NJ / Plano, TX / Chicago, IL / Columbus, OH / Remote
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