Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Genesys Cloud CX
Good to have skills : Genesys Contact Center QM
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

RRD Skill – Genesys Cloud
Experience: - 3+ Years

Key Responsibilities
Responsible for handling day-to-day contact center operations, requirements, and issues
Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud
o Good understanding about
o Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect – Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement, Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues.
o Trunks – SIP, ISDN PRI and BRI, Analog trunks
o Network connectivity to the Genesys Cloud and Agents.
o Ability to identify the issues by reading logs – Agents, SIP Messages, ISDN logs, Debug, Wireshark.
Understanding of contact center reporting and customization
Vendor and Service Provider management for resolving issues.
Understand requirements from client and create design documents.
Planning, coordinating, tracking and executing Migrations.
Contribute process improvement areas.
Identify automation areas and implement the automations to optimize the team efforts.
Mentoring team members to achieve target timelines and deliverables.
Handling escalations related to project deliverables.
Motivating team members to upskill / cross skill.

Technical Experience:

Sound technical knowledge and hands-on experience on Genesys Cloud CX.
Implementation and maintenance of the Genesys Cloud solutions
Ability to solve complex technical issues within the Contact Center.
Thorough knowledge and well versed with Genesys Cloud application
Extensive experience in resolving contact center related issues.
Knowledge of IVR, routing and reporting concepts including monitoring tools
Management and troubleshooting of complex client contact center environments.
Implement the changes/network as applicable, test the changes and handover to customer.
Expertise on ITIL processes and project management.
Hands-on experience on Genesys Pure cloud solutions and support and AWS cloud platform knowledge is preferred.
Candidate is expected to work with their internal telecom, infra groups support cloud implementation.
Genesys cloud WEBRTC with SIP flows
Hands on PureCloud Technology suite applications
Hands-on experience on developing flows using Genesys Architect
Hands on in Web Services Integration (3rd party)
Hands on in Custom Reports (Rest API)
Hands-on experience in Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter

Good To have:
Exposure on Call and Screen Recording Solutions
Knowledge of 3rd party solutions such as Lumen Gateway, Intrado, Nexttalk, Agentrack, Wall board integrations.
Genesys Cloud development would be good to have.
Professional Attribute
Minimum 4-5 years of hands-on experience on contact center solutions
Experience in implementing and managing complex contact center solutions.
Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business)
Self-driven, target oriented.
Excellent communication skills.
Previous experience working with cross geography teams.
Ready to work in shift.

Education
Bachelor s degree in engineering preferred.