Company Name: VARITE India Private Limited
About The Client:
An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
Essential Job Functions:
- Resolving incident cases.
- Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
- Incident tracking to ensure continuity across shifts.
- Vendor management with PSTN Service provide, OEM for resolution of tickets.
- Coordination of communication bridges during major outages
- Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
- Adhering to defined SLAs
- Handling tickets / requests
- Troubleshooting technical issues
- Ensuring that defined processes are adhered to
- Report regularly concerning key counters and measures of the voice network through health checks
- Genesys Release Management
Qualifications:
- Exp: 9-12 years
- Education requirements Any Graduate; Bachelor's degree in IT or related field is preferred
- Years of Experience 6-9 Years in Genesys Contact Center
Soft Skills requirements
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have valuable customer handling skills
Certification requirements:
- GCP (Mandatory)
- ITIL Foundation (Preferred)
Skills required
- Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support.Experience working with Customer Service
📌 Genesys Cloud Contact Center (Noida)
🏢 VARITE
📍 Noida