Job Description: Genesys Contact CX Support Specialist
The Genesys Contact CX Support Specialist will be responsible for providing Level-2/3 support services, ensuring adherence to agreed service levels (SLA) with regard to Response Time and Restoration Time targets. you will play a pivotal role in designing, implementing, and managing our Genesys Cloud CX environment, ensuring it meets the evolving needs of our organization.
Required Qualifications
• Extensive & core experience working with Genesys Support and Cloud Architect
• Extensive experience in contact center operations, contact center technologies, and contact center strategies.
• Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound experience preferred a must.
• Expertise on developing strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria
• Experience collaborating with stakeholders to translate business needs into user stories, including elicitation, analysis, and documentation.
• Expertise in contact center technologies, including IVR, CRM, WFM, etc., with the ability to research and identify optimal solutions. Proficiency in documenting business and system requirements,
• Good troubleshooting and log reading skills are a must
• Good understanding of large enterprise architecture and experience provide support end to end on contact center and related telecom services
• Ability to do Knowledge transfer & provide guidance to team members
• Extensive experience with Genesys platform and Cloud architecture
• Create , Manage and Enhancing IVR Self-Service and Voice bot for Call Delivery via ACD
• Administration and integrate with Microsoft Teams to enable agents to escalate complex issues
• Create and Manage outbound dialing campaigns
• Work closely with Genesys-Care to resolve product or Cloud platform-related issues.
• Manage and track issue investigation and resolution, ensuring proper change control processes are in place.
• Offer 24x7 remote support services for issues related to the Genesys Cloud Production environment reported by the end customer.
• Provide solutions or workarounds for issues in conjunction with Genesys Care.
• Genesys environment setup, troubleshooting and support
• Setup and support ASR and TTS systems
• Handling Application deployments, requesting ACLs/Firewalls, working with third party vendors if it required
• Design, documentation and maintaining the environment relevant to AWS region for Genesys pure cloud
• Knowledge of Genesys Framework (Config + Management).
• Knowledge with network and common data center infrastructure
• Excellent interpersonal, collaboration and communication skills Mandatory skills Extensive experience with Genesys Pure cloud , Genesys platform architecture
• Genesys Cloud environment Administration , troubleshooting and support.
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