Genesys Lead Demand
Genesys Lead Demand
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1 Vacancy
Job Description
Role: Genesys Lead Demand
Location: Wilmington DE..(5 Days Onsite)
Job Type: W-2/Full Time
Job Description:
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.
Employment Type
Full-time
