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Engaged Employer

Zensar Technologies

Compare

3.7

based on 2.4k Reviews

559 Zensar Technologies Jobs

Genesys SME

Zensar Technologies

3.7

based on 2.4k Reviews

8-9 years

Pune

1 vacancy

Genesys SME

Zensar Technologies

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

Architecting Cisco Telecom Microsoft Power BI CRM IVR Testing

+ 3 more

Job Description

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

At least 7 relevant years 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, WFO, etc., with the ability to research and identify optimal solutions. o 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 8.x platform and Cloud architecture
Create , Manage and Enhancing IVR Self-Service and Voice bot for Call Delivery via ACD
Knowledge on integrate with the Echelon and other relevant data access required
Administration and integrate with Microsoft Teams to enable agents to escalate complex issues
Crate 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 of SIP media gateways and Session Boarder Controllers (AudioCodecs ,Ribbon Cisco, Acme, SONUS etc)
Knowledge with network and common data center infrastructure
Excellent interpersonal, collaboration and communication skills Mandatory skills Extensive experience with Genesys Pure cloud , Genesys 8.x platform architecture
Genesys Pure Cloud environment Administration , troubleshooting and support.