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Genesys Cloud Contact Center

2 months ago

London Area, United Kingdom HCLTech Full time

Education requirements Any Graduate; Bachelor's degree in IT or related field is preferred

Years of Experience 6-9 Years in Genesys Contact Center

Level 3 Support


Soft Skills requirements

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Should have good customer handling skills


Certification requirements:

  • GCP (Mandatory)
  • ITIL Foundation (Preferred)


Skills required

  • Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support.
  • Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.
  • Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.
  • Should be hands on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues etc.
  • Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.
  • Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc.
  • Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day ;operational activities on Genesys Cloud CX.
  • Provide Tier 3 support during critical incidents as necessary
  • Participate and lead ongoing technology research and strategic planning for contact center services
  • Perform some Genesys infrastructure maintenance work; some after-hours z6/ work is required
  • Flexibility to work across different time zones
  • Resource should be flexible for working in NA Shift Projects as well.


Roles & Responsibilities

  • Resolving incident cases.
  • Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
  • Incident tracking to ensure continuity across shifts.
  • Vendor management with PSTN Service provide, OEM for resolution of tickets.
  • Coordination of communication bridges during major outages
  • Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
  • Adhering to defined SLAs
  • Handling tickets / requests
  • Troubleshooting technical issues
  • Ensuring that defined processes are adhered to
  • Report regularly concerning key counters and measures of the voice network through health checks
  • Genesys Release Management