Consultant

6 Hours ago • All levels

Job Summary

Job Description

The job involves deep understanding of the Genesys Framework and its architectural components, including SIP protocols and reporting tools like CCPulse, Pulse, ICON, Infomart, and CXInsights. Responsibilities include troubleshooting Genesys infrastructure, designing and implementing call-flows using Architect, Script, Data Actions, and Data Table. The role also requires efficient integration with Salesforce, Genesys APIs, PCI PAL, and GenAI, along with knowledge of Genesys Cloud components such as Google CCAI chatbot and predictive engagement. Proficiency in managing Session Border Controllers (SBCs), handling Trunks, E1/T1 (CAS, CCS), SIP, and other related protocols, and familiarity with gateway protocols like SIP and MGCP are essential. Strong understanding of ITIL practices including Incident, Change, and Configuration Management is required.
Must have:
  • Genesys Framework and Architecture
  • SIP Protocols
  • Reporting tools experience
  • Troubleshooting Genesys infrastructure
  • Call-flow design
  • Integration with Salesforce, Genesys APIs
  • Genesys Cloud components knowledge
  • SBC management
  • Trunks and Protocols handling
  • Gateway protocols familiarity
  • ITIL practices understanding
Good to have:
  • Adhere to quality standards
  • Ensure positive customer experience
  • Contribute to proposals
  • Independently resolve tickets
  • Provide L3 support
  • Incident & problem management
  • Value adding activities

Job Details

Job description:

Genesys Framework and Architecture: Deep understanding of the Genesys Framework and its architectural components.\r\n SIP Protocols: Proficiency in SIP protocols and their application in Genesys environments.\r\n Reporting Components: Experience with reporting tools such as CCPulse / Pulse, ICON, Infomart, and CXInsights.\r\n Troubleshooting: Expertise in troubleshooting issues within the Genesys infrastructure.\r\n Call-Flow Design: Design and implement call-flows using Architect, Script, Data Actions, and Data Table.\r\n Integration: Efficient integration with Salesforce, Genesys APIs, PCI PAL, and GenAI.\r\n Genesys Cloud Components: Knowledge of Genesys Cloud components like Google CCAI chat bot and predictive engagement.\r\n Session Border Controller (SBC) Management: Proficient in managing SBCs.\r\n Trunks and Protocols: Handling of Trunks, E1/T1 (CAS, CCS), SIP, and other related protocols.\r\n Gateway Protocols: Familiarity with gateway protocols such as SIP and MGCP.\r\n ITIL Knowledge: Strong understanding of ITIL practices including Incident, Change, and Configuration Management.\r\n

  • To adhere to quality standards, regulatory requirements and company policies
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
  • To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
  • To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
  • To provide support for on call escalations /L3 level support and doing incident & problem management
  • Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.

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