DESIRED SKILLS AND EXPERIENCE

Job Duties:

- Troubleshoot production incidents in Genesys Voice(Inbound/Outbound), Email & Chat based on priority and work to towards resolution
- Install and upgrade Genesys components in production environment.
- Good Hands-on experience with Genesys Config/Management layers, Genesys Intelligent Workload Distribution (IWD) Layer, Interaction Layer, Genesys Rules Authoring Tool (GRAT) and Genesys Rules Engine (GRE) applications, Genesys Pulse application, Routing layer, GVP, SIP layer/Media layer, GPlus adapters.
- Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, Media server, and ICON/Info Mart.
- Configure options and applications in Genesys CME
- Identify the impacts for Genesys applications for Infrastructure changes and prepare/execute mitigation plans.
- Perform validation & verification for environment/infrastructure related changes
- Take part in discussions with development & operations and Genesys vendor team on Genesys Cases on system improvement and stability of the components
- Identify system performance bottlenecks and raise recommendations to application development teams




- Look for process improvements in the support process and raise process improvement proposals.
- Take part in Knowledge sharing sessions from development/offshore teams
- Extend on-call support during weekends. During this time, attend critical issues and any change requests.
- Exposure to WFM tools like Aspect and call recording tools would be a plus

Desired Skills:

- Prior experience of working in a production support environment and handling Incidents and SNOW changes.
- Unix basics
- Oracle Database & SQL basics

Process Skills:

Thorough understanding of the software development lifecycle

Outstanding written/verbal communication skills with experience distilling and presenting complex quantitative analysis

Interpersonal Skills:

Well-developed analytical & problem-solving skills

Strong oral and written communication skills

Excellent team player, able to work with virtual teams.

Ability to learn quickly in a dynamic start-up setting.

Must be able to work under own initiative with limited guidance from team manager due to the fast pace and high-volume of work managed by the team.

Able to talk to client directly and report to client/offshore.

Flexibility to work on different Shifts and Stretch.

📌 Genesys Developer (Bengaluru)
🏢 Mphasis
📍 Bengaluru