Genesys Support_Noida Location

CTI Support Engineer

Position Summary

The CTI Support Engineer position will be responsible for all technical aspects of maintaining and supporting Adobe's CTI environment. This includes Genesys Framework, IVRs, Multichannel Routing, Reporting, Inbound, Outbound, Call recording setup. Primary responsibilities will include supporting CTI systems to meet Business needs and implement projects to rollout new technologies to enhance customer experience. The platform can be either SIP, TDM or multichannel on both Windows and Linux platform. The candidate will be required to assist with high level troubleshooting as well as coordinating with team members on projects and daily activities globally. Must be a self-motivated, able to work both independently and in a team environment. Work on proof of concepts to demonstrate new capabilities of the software.

Responsibilities

Hands on experience of supporting customers for resolving technical issues.

Good troubleshooting skills for resolving hardware and software related issues.

Good understanding of call center technologies and operations.

Manage and resolve problems identified in CTI environment.

Play key role and work with team members in resolving service impacting critical issues.

Provide support for technical and infrastructure issues.

Document the environment and operational procedures.

Take responsibility of making the system compliant with all audit and compliance regulations

Plan and Perform infrastructure maintenance & upgrades for CTI infrastructure.

Receive little instruction on day-to-day work, general instructions on new assignments.

Flexible to work during odd hours / weekends to support infrastructure upgrades / releases / war rooms.

Develop and implement process to reduce manual operations / automate routine operational activities.

Work with external vendors to support Adobe Call centres.

Good communication and coordination skills to be able to work with customers to troubleshoot issues over phone and email.

Requirements

4 to 7 years of experience with Genesys CTI including the following but not limited to:

Good knowledge of Genesys Framework, Inbound, Outbound, GVP, SIP, WFM, NICE Call Recording

Hands on experience of installation and configuring Genesys applications on Windows & RHEL

Proficient in reading & analysing Genesys application logs to trace calls, agent details to troubleshoot issues

Working knowledge of Genesys Administrator, Pulse, CME, CCPulse, SCI for monitoring and troubleshooting.

Manage and maintain Genesys Reporting applications - ICON/Infomart/Insights Reporting

Hands on experience of using and troubleshooting Genesys IWS / GWS / Agent Desktop Applications

Hands on experience of routing development using IRD & Composer

Exposure and knowledge of IVR development using Genesys Composer

Knowledge in the following areas will be an added advantage:

Experience on Virtual Hold Technologies, NICE Call Recording Solution, Genesys Micro Apps / Intelligent Automation.

Genesys REST API's/SDK's knowledge, JavaScript and Java development skills will be an added advantage.

Yrs of Exp-4+Yrs
Job Loc- Noida