Implementation partner : TCS
Location : Deerfield, NJ(Day One Onsite)
Job Description/Skills: Genesys Engineer
This role is focused on implementation and daily administration of all Genesys call center systems: Genesys Cloud and Genesys PureConnect.
This position works closely in a team environment with both our Systems and Network teams to ensure the voice communications systems are highly available and meet organizational strategic plans.
Work independently making complex decisions with little oversight.
Essential Duties and Responsibilities:
• Perform system administration, configuration and troubleshooting of the Genesys Cloud and Genesys Pure Connect Environments
• Troubleshoot and resolve Sev1, Sev2 and Sev3 Call Center incidents for the North America, Europe and Asia PAC regions.
• Monitor the Telecom team’s ticket queue and maintain internal SLAs for call center incidents.
• Respond to ticket request, including installs moves, changes and employee phone onboarding and terminations.
• Support periodic technology rollouts and maintenance tasks that may require late night and weekend work.
• Respond to alerts by verifying service and test hardware. Identify, correct or escalate problems to 3rd party vendors
• Maintaining highly available voice network environment by identifying gaps, researching solutions and bugs, installing upgrades, ensuring best practice compliance, Health Monitoring and Network optimizations
• Create process and follow existing process, best practices, SOPs, compliance, and training requirements. This includes following and using Baxters ServiceNow change control as well as manage tickets on this platform to ensure effective fault communications and awareness.
• Review and make changes to call flows within Genesys Cloud Architect.