Job Description :
Genesys Minneapolis, MN Provide the support for various Genesys application like Genesys voice, Genesys Non-voice (chat/email) and Genesys reporting. Maintenance and upgrades of Genesys Application. Performing of Genesys L3 support work like alarms monitoring, Incident report records and completion of incidents within SLA. Closely working with business, dev team, platform team to get quick resolution of incidents within SLA. Analysis and provide the timely solution/clarification of high priority issues. Provides technical and functional help for operations to give solution/workaround on various issues. Also responsible for all productions issues reported by users, business and vendors. Work with the key business partners to conduct root cause analysis on technical issues impacting call center performance and communicate findings and resolution to training and call center operation team. Creation of Routing strategies for Genesys application Creation of Genesys ticket and follow up with Genesys vendor to resolve the critical incident within SLA Communicating with Different team like network, Linux, IVR and WFM team to resolve the critical Genesys issues. Provide on-call support for Genesys Reviewing Change Requests/user stories which are related to enhance the Genesys platform capabilities. Thanks & Regards, Kamal Bheem Rao ReqRoute,Inc Desk email: website: : The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer or if you want to be REMOVED please reply with REMOVE in the Subject line of this email.