Genesys Support Engineer

Job Location- Bangalore

Skills/Experience:
Relevant professional experience of 6+ Years.
Demonstrates competence in own area and may still be acquiring higher level skill.
Typically works with least guidance in own area of knowledge.
Deepens knowledge/skills in one area or broadens ability over a variety of skills.
Applies knowledge/skills to a variety of standard day to day activities.
Identifies unusual technical problems
Responds to client requests in non-standard situations, and investigates all the facts.
Understands the key business drivers; and uses this knowledge to focus own work.
Prioritises and organises own work to deliver to agreed deadlines.
Probes and listens carefully.
Able to present information clearly and in an appropriate style to make technical information clear.
Persuades others in straightforward situations.
Able to contribute actively in team activities, sharing experience and ideas.
Builds productive relationships internally and externally.
Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider BT team.
Having worked on multiple contact center suites like GENESYS

Technical Skills:
Should possess operational support and deployment experience on all or any 2 of the following CIM, SIP, Routing GVP, WFM, MIS PULSE, e-Services, WDE, GAD, InfoMart, Outbound and Interaction Workspace (iWS), iWD.
Should have exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations.
Should possess excellent SIP/VoIP understanding.
Hands-on IVR/Routing strategy development will be an added advantage.
eServices Multimedia exposure would be an added advantage.
Voice Logger, Wall board or any 3rdparty BI solution knowledge would also be preferred in selected candidates.
Knowledge regarding 3rd party applications or integrations would be an added advantage.
Working knowledge of IP PBX, Voice processing, DNS, data collection, monitoring, storage, CTI toolkits/ APIs.