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 setting 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 agile 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