Senior Technical Consultant - Genesys

Responsibilities:

• Product level knowledge
• Provide support for P1 and P2 issues
• Communication and Outage Management
• Identify, Coordinate, Document RCA for P1 and P2 issues
• Update KT for any new Issues and set up process to proactive alert and fix for issues
• Identify any potential issues in Routing, WWE, Digital, Platform and propose the fix/solution with team.
• Should be able to corelate Impact with any issues ongoing in the environment
• Monitor the Changes scheduled and look for any potential impact which could be caused
• Day to day activities involves working P3-P5 Tickets, Monitoring and Alerting, address and coordinate with Infrastructure, Helpdesk , address and ack escalations
• Work on Reviewing changes with SMEs
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 5+ years experience in Genesys, On Prem Technology
• Genesys Engage
• SIP Cluster, SIP
• ORS, URS, Composer, SCXML
• WWE, WDE
• CHAT, GMS
• GRE, GRAT
• 3+ years experience in Amazon Connect
• Cloud Watch
• Log Insights
• Connect Flows
• Agent CCP
• Lambda
• Solid communication Skills both Written and Verbal
• Multi-task in a complex production environment
• Genesys Framework and Troubleshooting knowledge
• Midlevel DB and Linux/Unix Skills
• Should be ready to work in Multi Shift On-Call Rotation Model