Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be solid in incident, service request, and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.
Key Responsibilities
Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident, service request, and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.
Skill Requirements
Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident, service request,
and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.
Other Requirements
Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident, service request, and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.