Senior Systems Engineer - IT Service Management

• 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).

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.

Requirements

• 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.