Job description:

Genesys Framework and Architecture: Deep understanding of the Genesys Framework and its architectural components.\\r\\n SIP Protocols: Proficiency in SIP protocols and their application in Genesys environments.\\r\\n Reporting Components: Experience with reporting tools such as CCPulse / Pulse, ICON, Infomart, and CXInsights.\\r\\n Troubleshooting: Expertise in troubleshooting issues within the Genesys infrastructure.\\r\\n Call-Flow Design: Design and implement call-flows using Architect, Script, Data Actions, and Data Table.\\r\\n Integration: Efficient integration with Salesforce, Genesys APIs, PCI PAL, and GenAI.\\r\\n Genesys Cloud Components: Knowledge of Genesys Cloud components like Google CCAI chat bot and predictive engagement.\\r\\n Session Border Controller (SBC) Management: Proficient in managing SBCs.\\r\\n Trunks and Protocols: Handling of Trunks, E1/T1 (CAS, CCS), SIP, and other related protocols.\\r\\n Gateway Protocols: Familiarity with gateway protocols such as SIP and MGCP.\\r\\n ITIL Knowledge: Strong understanding of ITIL practices including Incident, Change, and Configuration Management.\\r\\n

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.