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Job Title: Genesys Contact Center (Level – L2)
Location: Raritan, NJ
Duration: 12 months
Mode: Contract
Job Description:
Education requirements Any Graduate; Bachelor's degree in IT or related field is preferred
Years of Experience 4-6 Years in Genesys Contact Center
Level 2 Support
Soft Skills 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
Certification requirements:
·GCA (Mandatory)
·ITIL Foundation (Preferred)
Skills required
·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
Roles & Responsibilities
·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
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