Genesys Production Support Executive

Position

Job Purpose: Support Genesys Production systems. Involved in troubleshooting, maintenance, configuration and installation of Genesys Components

Job Duties:

• Troubleshoot production incidents in Genesys Voice (Inbound/Outbound), Email & Chat based on priority and work to towards resolution
• Install and upgrade Genesys components in production environment
• Configure options and applications in Genesys CME
• Identify the impacts for Genesys applications for infrastructure changes and prepare/execute mitigation plans.
• Perform validation & verification for environment/infrastructure related changes
• Co-ordinate with other regional teams - offshore (India)/US/SGP teams to resolve application issues
• Take part in ticket review discussions with Business stakeholders
• Take part in discussions with development & operations teams on system improvement and stability of the components
• Identify system performance bottlenecks and raise recommendations to application development teams
• Look for process improvements in the support process and raise process improvement proposals.
• Take part in Knowledge sharing sessions from development/offshore teams
• Extend on-call support during weekends. During this time, attend critical issues and any change requests.
• Exposure to WFM tools like Aspect and call recording tools would be a plus

Area:

The current set-up is a Genesys platform with very high volume and availability requirements. Genesys components used are Genesys CTI, SIP, Genesys eServices (email & Chat), GVP & Genesys Outbound.

Desired Skills:

Prior experience of working in a production support environment.

Unix basics

Oracle Database & SQL basics