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.
• Positive 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 analytic

📌 Genesys Developer (Bengaluru)
🏢 Mphasis
📍 Bengaluru