Orange Business Services
To provide professional technical support and troubleshooting for all issues received related to Genesys CC.
Resolve complex customer issues on Genesys CC; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Genesys CC products.
Provide status updates to CTS. Inform customer on technical progression, if/when required.
Provide Level 3 support in Run Phase for Genesys Call Centre products in the areas of: Incident Management
Ensure technical lead for the deployment of Genesys Call Centre Solutions:
Produce Low Level Design documents
Coordinate Customer Acceptance Testing
Developments (IVR scripts, call flows, stats server, infomart & contact center analyser reporting) and Coordinate deployment of all Call Centre adjuncts.
Engineering on Genesys CC products
Test of patches, new versions for all Call Centre adjuncts
Beta testing of new functionality; Testing of tools
Coordination with Orange engineering teams and Genesys R&D;
Technical Support of CRM BU Presales team :
Contribution to High Level Design
BUILD Model Validation
RUN Model Validation
Estimation of deployment and operational costs
knowledge and abilities
Strong design, implementation & troubleshooting (L3 support) skills on Genesys Framework v8.x in cloud & enterprise solutions
Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)
Knowledge on scripting of Voice XML, PHP using composer
Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)
Working experience on different dialogic crads used in IVR (DMV, JCT etc)
Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
Knowledge on databases (mysql, mssql& oracle)
Working experience on Windows 20xx and Linux/Unix, DBA & CTI
Knowledge of SS7/Next Generation network
Good knowledge of VoIP environments and IP/PSTN integrations
Must be fluent in English
Ability to carefully plan and co-ordinate work according to a demanding time schedule
Excellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation (eg GRC functional management).
Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
Good time management, organizational and communication skills
Ability to work under pressure with ability to deal with multiple tasks.
Ability to coach and mentor peers and subordinates
Good commercial awareness.
Presentation/Report writing skills
Excellent problem solving skills are necessary.
Flexibility in terms of working hours, on call support activities.
education, qualifications, and certifications
Engineering degree in telecommunication or Equivalent
Formal qualification (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant)
Strong experience in Genesys CC products with 5 years technical in implementation & troubleshooting
Strong experience in operation & crises management
department Customer Services & Operations
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