Genesys Technical Support Consultant

• 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
  

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
  
• Good understanding of SIP Protocols Genesys Framework and Architecture
  
• Reporting components like CCPulse/Pulse ICON Infomart and CXInsights
  
• Good troubleshooting experience in Genesys infrastructure
  
• Good understanding of the following Genesys Products
  
• Knowledge about Genesys Cloud Components like Google CCAI chat bot predictive engagement
  
• SBC Management
  
• Trunks E1/ T1(CAS CCS) SIP etc
  
• Gateway protocols: SIP and MGCP
  
• Good ITIL Knowledge Incident Change & Configuration Management
  
• GCA (Highly preferred)
  
• ITIL Foundation (Preferred)
  

• 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
  

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
  
• Good understanding of SIP Protocols, Genesys Framework and Architecture
  
• Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
  
• Good troubleshooting experience in Genesys infrastructure
  
• Good understanding of the following Genesys Products
  
• Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement
  
• SBC Management
  
• Trunks, E1/ T1(CAS, CCS), SIP etc
  
• Gateway protocols: SIP and MGCP
  
• Good ITIL Knowledge Incident, Change & Configuration Management
  
• GCA (Highly preferred)
  
• ITIL Foundation (Preferred)