Senior Systems Engineer - IT Service Management
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Summary
Supports Genesys PureCloud contact-center platforms for international clients: handling BAU incidents/requests, troubleshooting SIP BYOC trunks, WebRTC clients and voice quality, and implementing call-flow, trunk, and contact-center changes. Requires 2-4 years with Genesys cloud, Genesys APIs, and CRM integrations like ServiceNow/Salesforce.
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 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).
- 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 Requirement BE
Preferred Skills TIG->Standard TIG
Service LineComputers Communications Division
