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Genesys Production Support Executive

3.00 to 7.00 Years   Hyderabad   21 Jun, 2023
Gharondaa Advisors Private Limited
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 10 - 18 Lakh/Yr
IndustryIT - Software
Functional AreaProduction
EmploymentTypeFull-time

Job Description

    • Job Description **mandatory SN Required Information Details 1 Role** Genesys Production Support Executive 2 Required Technical Skill Set** Genesys 3 No of Requirements** 7 4 Desired Experience Range** 3-7 years 5 Location of Requirement BangaloreDesired Competencies (Technical/Behavioral Competency) Must-Have** (Ideally should not be more than 3-7) 1. Support Genesys Production systems. Involved in troubleshooting, maintenance, configuration and installation of Genesys Components 2. Troubleshoot production incidents in Genesys Voice (Inbound/Outbound), Email & Chat based on priority and work to towards resolution 3. Install and upgrade Genesys components in production environment 4. Configure options and applications in Genesys CME 5. Identify the impacts for Genesys applications for infrastructure changes and prepare/execute mitigation plans. 6. Perform validation & verification for environment/infrastructure related changes 7. Co-ordinate with other regional teams offshore (India)/US/SGP teams to resolve application issues 8. Take part in ticket review discussions with Business stakeholders 9. Take part in discussions with development & operations teams on system improvement and stability of the components 10. Identify system performance bottlenecks and raise recommendations to application development teams 11. Look for process improvements in the support process and raise process improvement proposals. 12. Take part in Knowledge sharing sessions from development/offshore teams 13. Extend on-call support during weekends. During this time, attend critical issues and any change requests. 14. Exposure to WFM tools like Aspect and call recording tools would be a plus 15. The current set-up is a Genesys platform with very high volume and availability requirements. Genesys components used are Genesys CTI, SIP, Genesys eServices (email & Chat), GVP & Genesys Outbound.Good-to-Have 1. Desired Skills 2. Prior experience of working in a production support environment. 3. Unix basics 4. Oracle Database & SQL basics 5. Qualifications 6. Bachelors / Masters degree in Computer Science or Information Technology

Keyskills :
productionproduct management

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