Senior Systems Engineer - IT Service Management

Job Description- Work experience on Genesys PureCloud voice {Contact Center}.

• Work experience on call flow .
• Work experience on GCV and SIP BYOC carriers.
• Knowledge / Work experience of Genesys APIs
• Good communication (Written and Oral).
  Roles Responsibilities
• Work on BAUs (Incidents and Requests) of various projects located across regions as per agreed SLA.
• Troubleshooting of WebRTC clients / BYOC trunks / SIP / Voice Quality and coordinate with relevant stakeholders/Vendors until the issue gets resolved.
• Communicate to Lead(s)/Manager(s) about escalated/recurring issue(s) and work with the team for fix/permanent solutions.
• Change Management: Implement/Configure LLD as per business requirements (Trunks/Call flows/Contact center parameters).
• End user Training: Address end user queries related to various Contact Center parameters/performance reports of Genesys cloud and training requests.
• Documentation: Ensure to maintain records, Project documentation, Creation / amendment of User guide/Troubleshooting guide.
  Technical Requirement
• Work experience of AI and Automation using Genesys cloud.
• Work experience of various CRM integrations like (ServiceNow, Salesforce, etc.) with Genesys cloud.
• Work experience of international Contact Center clients.
• Work experience of other CCaaS platforms.
  Educational RequirementBE
  Preferred SkillsTIG->Standard TIG
  Service LineComputers Communications Division