Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Contact Center Technology Implementation, Genesys
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education BE

Summary: Responsible for handling day-to-day contact center operations, requirements, and issues • Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud Roles & Responsibilities: • Responsible for handling day-to-day contact center operations, requirements, and issues • Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud o Good understanding about o Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect – Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement, Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues. o Trunks – SIP, ISDN PRI and BRI, Analog trunks o Network connectivity to the Genesys Cloud and Agents. o Ability to identify the issues by reading logs – Agents, SIP Messages, ISDN logs, Debug, Wireshark. • Understanding of contact center reporting and customization • Vendor and Service Provider management for resolving issues. • Understand requirements from client and create design documents. • Planning, coordinating, tracking and executing Migrations. • Contribute process improvement areas. • Identify automation areas and implement the automations to optimize the team efforts. • Mentoring team members to achieve target timelines and deliverables. • Handling escalations related to project deliverables. • Motivating team members to upskill / cross skill. Professional & Technical Skills: • Sound technical knowledge and hands-on experience on Genesys Cloud solutions. • Implementation and maintenance of the Genesys Cloud solutions • Ability to solve complex technical issues within the Contact Center. • Thorough knowledge and well versed with Genesys Cloud application and Oracle SBCs • Extensive experience in resolving contact center related issues. • Knowledge of IVR, routing and reporting concepts including monitoring tools • Management and troubleshooting of complex client contact center environments. • Implement the changes/network as applicable, test the changes and handover to customer. • Expertise on ITIL processes and project management. • Hands-on experience on Genesys Pure cloud solutions and support and AWS cloud platform knowledge is preferred. • Candidate is expected to work with their internal telecom, infra groups support cloud implementation. • Genesys cloud WEBRTC with SIP flows • Hands on PureCloud Technology suite applications and Oracle SBC and ECB. • Hands-on experience on developing flows using Genesys Architect • Hands on in Web Services Integration (3rd party) • Hands on in Custom Reports (Rest API) • Hands-on experience on Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter • Minimum 5 years of hands-on experience on contact center solutions • Experience in implementing and managing complex contact center solutions. • Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business) • Self-driven, target oriented. • Excellent communication skills. • Previous experience working with cross geography teams. • Ready to work in shift. Additional Information: • Knowledge on traditional telephony solutions • Knowledge in the following technical areas: CTI, PBX/ACD, WEB/Internet, MS Windows, SQL server, Database knowledge, VOIP, Computer H/W & Networking, clusters, Domain / workgroup / AD, Cloud platforms • Genesys Cloud development would be good to have. AWS knowledge is also preferred. • Bachelor’s degree in engineering preferred.