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VdartInc
Alpharetta, GA
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Job Description :
Role: : - Genesys L3 Location: : Nashville, TN Duration: Contract Job Description: Core Experience in Genesys Voice/IPT Telephony 10+ years of strong experience in Genesys L3 support. Strong knowledge of Genesys framework and Pure engage 8.x platform. Experience with pulse reporting, GMS, GIA, Callback, Routing, Real-time Reporting, Business attributes, agent desktop, Media control platform, Verba Call Recording Voice gateways, SIP, URS, Historical Reporting, Resource Manager, Genesys WFM, Stat Server, T-Server, SIP Server, Chabot Gateway. Genesys Architecture, Genesys Composer, Call routing application development, Genesys Rules Engine (GRE), Genesys Orchestration (ORS), Genesys Voice Process (GVP Genesys Certified Professional/Genesys Certified Support (GCP/GCS) is a plus. Composer development experience in routing strategies and IVR. Well versed with Genesys Contact center technologies. Strong L3 troubleshooting experience of complex issues. Strong experience Genesys contact center installation, upgrade and patching. Inbound, Outbound, multi-channel experience. Identify problems and errors - identify problems and errors prior to or when they occur. Ensure resolution of incidents and requests - Identify the root cause of incidents and problems and ensure the efficient and comprehensive resolution of incidents and requests. Incident management - Assist in analyzing, assigning, and further escalating support calls as needed. identify failures and short-comings in the current processes and escalate with recommendations. Take full ownership for managing the incident to resolution within the service level conditions. Expertise in SIP Protocols, Genesys Framework and Architecture. At least 6 8 years' of contact center solution related Engineering work experience. Any technical graduation. Should be aware of ITIL process. Network Certification with Qualification is a plus. Should have good communication skill.