About the Role
Good Knowledge on Support Media Server.
Experience with Genesys 8.x Inbound, Outbound Contact Server, and GPlus.
Experience in reading and analyzing Genesys logs.
Experience in an e-service center environment.
Good knowledge on Dialer management, PBX, CCPlus, SIP Servers, Contact Center Management.
To work towards closure of tickets without SLA breach.
Remote support of customers for basic troubleshooting of system level issue.
Prompt response to the mail / phone call directed to Voice support
L2 Support and Troubleshooting for Inbound GVP and Outbound.
Support Universal Routing Server functionality for Server.
Identify performance issues, partner and communicate with teams to ensure service level agreements and project objectives to be met.
Identifying risks and forming contingency plans as soon as possible.
Ticket tracking and monitoring
Requirements
Genesys Inbound
Outbound contact server
Gplus
SLA Breach
L2 support