智能客服联络平台运维（Genesys）

该职位来源于猎聘 Contact Platform Maintenance & Opeartion

Objectives

• Ensure the Contact platform & its cloud environment remains fully operational, secure, and optimized.
• Minimize downtime and service disruptions through proactive maintenance.
• Provide timely resolution of incidents and issues affecting the Contact platform.
• Enhance user experience and satisfaction through regular updates and support. Scope of Work
• Platform Monitoring and Maintenance: Regular monitoring of the contact platform include its cloud environment to ensure optimal performance, including software updates, patches, and hotfixes.
• Platform Configuration & Development: Change management & deployment according to variable business needs.
• Incident Management: Timely resolution of incidents affecting the contact platform (key modules of SBC, IVR, Routing, Queue, GAX etc.) & relavent conponents (CTI, IM server etc.) including troubleshooting, diagnosing, and fixing issues.
• System Optimization: Proactive analysis and recommendations for improving the performance and efficiency of the contact platform.
• User Management: Support in managing user access, roles, and permissions within the contact environment.
• Reporting and Analytics: Generation and analysis of performance reports to provide insights into platform usage, performance, and areas for improvement.
• Backup and Recovery: Ensuring regular backups of the Contact environment and executing recovery procedures in case of failure.
• Security & Infra Safety Issue Solving: Vuleribility fixing and secure all contact platform and application are complainced.
• Application Deployment & Release management: change & release management on contact related applications.
• Technical Support: Providing technical support and consulting to internal teams for Contact-related queries or projects.
• Training and Documentation: Delivering training sessions and creating/updating documentation for users and administrators. Timeline Roles and Responsibilities o Perform all services outlined in the Scope of Work. o Monitor, maintain, and support the Contact platform according to agreed-upon standards. o Provide timely communication regarding incidents, maintenance activities, and updates. o Maintain all records, documentation, and reports related to the Genesys platform. 联系平台维护与运营 目标
• 确保联系平台及其云环境始终处于完全运行、安全和优化状态。
• 通过主动维护最小化停机时间和服务中断。
• 及时解决影响联系平台的事件和问题。
• 通过定期更新和支持提升用户体验和满意度。 工作范围
• 平台监控与维护：定期监控联系平台及其云环境，确保性能，包括软件更新、补丁和热修复。
• 平台配置与开发：根据不断变化的业务需求进行变更管理与部署。
• 事件管理：及时解决影响联系平台的关键模块（SBC、IVR、路由、队列、GAX等）以及相关组件（CTI、IM服务器等）的事件，包括故障排除、诊断和修复问题。
• 系统优化：主动分析并提供改善联系平台性能和效率的建议。
• 用户管理：支持在联系环境中管理用户访问、角色和权限。
• 报告与分析：生成和分析性能报告，以提供有关平台使用情况、性能和改进领域的见解。
• 备份与恢复：确保定期备份Contact环境，并在出现故障时执行恢复程序。
• 安全与基础设施安全问题解决：修复漏洞，确保Contact平台和应用程序的安全性。
• 应用程序部署与发布管理：管理与Contact相关应用程序的变更与发布。
• 技术支持：为内部团队提供技术支持与咨询，以解决与Contact相关的问题或项目。
• 培训与文档：提供培训课程，并为用户和管理员创建/更新文档。 角色与责任 o 执行工作范围中所列出的所有服务。 o 根据商定的标准监控、维护和支持联系平台。 o 及时沟通有关事故、维护活动和更新的信息。 o 维护与Genesys平台相关的所有记录、文档和报告。