Job Description :
Genesys L1/L2/L3 Your role Are you a technically skilled when it comes to technology like Voice/IPT Telephony? Do you have a track record of influencing IT stakeholders and business partners? Do you have proven ability to solve daily basic operation issues? Responsible for first level troubleshooting, debugging of issues reported by our internal/external customers and providing timely resolution. We're looking for a Genesys Voice L1/L2+ resource to: Support the day to day operations. Ensure workflows, processes, tooling and applications are of the highest quality standard. Contribute expertise to the management of existing and new IT products and services. Maintain a knowledge database. Your team You'll be working for the Voice NOC team in Pune & Nashville. We provide L1/L2/L3 operational support for Genesys, Cisco CUCM, and Avaya globally. This benefits our internal users & associates. As an ITO you'll play an important role in supporting our associates on Genesys product suite. Your expertise Ideally 2 to 4 years of hands-on experience on the following Genesys/Voice technologies: Tier 1/2 Operations support in Genesys Suite products. Ability to conduct L1 level troubleshooting on Genesys Modules. Experience in reading and analyzing Genesys logs. Should have good knowledge on monitoring/troubleshooting tools. Should have basic knowledge on SIP protocols & troubleshooting. Basic knowledge on troubleshooting of Genesys Inbound GVP and Outbound. Experience with Genesys 8.x, GVP, and Multichannel Contact Center environment. Experience working in a global environment with stakeholders across multiple geographies. Good knowledge of Genesys Reporting Server, Stat Server, CCPlus, SIP Servers. Minimum 2-4 years of experience in Genesys Suite. Experience on monitoring tools would be a plus. Experience in Avaya PBX / Cisco CUCM would be a plus. Providing regular updates about the issues to the stakeholders involved. Experience in all modules of Genesys and specifically in production support work. Coordinate with dev/product team in getting resolution as and when required. Work on daily MAC activities. Should be aware of ITIL process. Should have good communication skill. Qualification Any technical graduation.