L2 Genesys_orange

4.00 to 8.00 Years Mumbai 09 May, 2019

ORANGE BUSINESS SERVICES INDIA SOLUTIONS Pvt. Ltd.

Job Location	Mumbai
Education	Any Graduate - Any Specialization
Salary	Not Disclosed by Recruiter
Industry	Telecom/ISP
Functional Area	Other
EmploymentType	Full-time

Job Description

Looking for L2 Genesys candidates with the below pre-requisites : Exp - 4yr to 8yr Job Location- Mumbai/Gurgaon Key Accountabilities - Perform identification of failure points, troubleshooting and resolution for Genesys(PureEngage & PureCloud) & FCC system faults in customer and OBS network Liaise with the other OBS groups to resolve contact Center faults on the network. Log and track faults for voice customers and provide progress update reports until resolution Liaise with next level for fault escalation and resolution. To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed. To ensure the correct analysis and classification of each fault as it occurs on the network To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details To accept Tickets and able to work with other groups and organization to resolve problem within set times. Any other tasks or projects relevant to job as assigned by the group manager Activate chronic procedures to next level and Service Managers as necessary Knowledge and Abilities - Troubleshooting skills on Genesys Framework 8.x & Genesys Voice portal, PureCloud. Experience on reporting solutions (Informart) & client interfaces (Pulse & Genesys Interactive Insights) Knowledge on scripting of Voice XML, PHP & Java Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc) Cosmocom contact center knowledge would be added advantage Working experience on different Voice Gateways used in CC. Configuration of E1/T1 and understanding of related protocols (ISDN & SIP) Knowledge on database (MSSQL & Oracle) and SQL Qualified on Network, LAN/WAN topologies and protocols Ability to carefully plan and co-ordinate work according to a demanding time schedule Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.

Keyskills :
Java Nuance Oracle SQL XML MS SQL PHP Database Portal Voice Gateways Troubleshooting Skills

About Company

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

Candidate Profile

Please refer to the Job description above

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