Supporting Telephony Operations as Tier-2 and Tier-3.
Troubleshooting day-to-day operational issues with respect to Genesys cloud and its integrated platforms.
Coordinating multiple tasks or problems with other teams globally.
Ensuring problem resolutions within SLA boundaries.
Performing Genesys cloud changes and administering cloud as per Standard procedures.
Tracking daily tasks, change requests and projects work for productivity.
Preparing and maintaining accurate system and client documentation.
Supporting multiple platforms and expand knowledge as per job requirement.
Supporting Telephony Projects
Fulfilling relevant project roles as per assignments.
Meeting project milestones / deadlines.
Providing daily / weekly status reports for on-going project
Able to proactive close tickets assigned with accurate information.
Able to generate multiple required reports from multiple systems Education criteria Engineering graduate or BS degree in IT or Telecom.
Certification or Trainings in Genesys cloud (preferred) Additional courses in Telephony / VoIP (Plus) Required Skills
Conceptual understanding of telecommunication principles, including VoIP (Voice over Internet Protocol), SIP (Session Initiation Protocol), and Contact Centers as Service model.
Excellent time management and multi-tasking skills.
Communication abilities, Strong problem-solving skills to diagnose and resolve technical issues related to Genesys Cloud platform configuration, performance, and integrations.
Flexibility and availability for working any time of day and any day of week (bulk of the work will be during night time)
Willingness to adapt to new technologies, tools, and methodologies in the rapidly evolving field of telecommunications and contact center solutions.
Proactive in seeking opportunities for continuous learning and skill development