[online recruitment]
You'll be working for the Voice NOC team in Nashville. We provide L2+/L3 operational support for Genesys infrastructure in the Americas. This benefits our internal users & associates. As a Team Member you'll play an important role in supporting our associates on Genesys product suite.
- Expert level help to maintain the Genesys based voice technology as part of a Call Centre infrastructure. The infrastructure consists of GVP, Verba Call Recording, Workforce management, and Reporting systems.
- Responsible for third level troubleshooting, debugging of issues reported by our internal/external customers and providing timely resolution.
Genesys Voice L2+/L3 resource to:
o Ensure workflows, processes, tooling and applications are of the highest quality standard.
o Contribute expertise to the management of existing and new IT products and services.
o Maintain a knowledge database.
Required Operational knowledge and Experience
o Identify problems and errors - identify problems and errors prior to or when they occur.
o Ensure resolution of incidents and requests - Identify the root cause of incidents and problems and ensure the efficient and comprehensive resolution of incidents and requests.
o Incident management - Assist in analyzing, assigning, and further escalating support calls as needed.
o Identify failures and short-comings in the current processes and escalate with recommendations.
o Take full ownership for managing the incident to resolution within the service level conditions.
o 7+ years of strong experience in Genesys L3 support.
o Strong knowledge of Genesys framework and Pure engage 8.x platform.
o Composer development experience in routing strategies and IVR.
o Well versed with Genesys Contact center technologies.
o Strong L3 troubleshooting experience of complex issues.
o Strong experience Genesys contact center installation, upgrade and patching.
o Inbound, Outbound, multi-channel experience.
o Experience with pulse reporting, GMS, GIA, Callback, Routing, Real-time Reporting, Business attributes, agent desktop, Media control platform, Verba Call Recording Voice gateways, SIP, URS, Historical Reporting, Resource Manager, Genesys WFM, Stat Server, T-Server, SIP Server, Chabot Gateway.
o Expertise in SIP Protocolso Should have good communication skill., Genesys Framework and Architecture.
o Genesys Architecture, Genesys Composer, Call routing application development, Genesys Rules Engine (GRE), Genesys Orchestration (ORS), Genesys Voice Process (GVP).
o Genesys Certified Professional/Genesys Certified Support (GCP/GCS) is a plus.
o Any technical graduation.
o Awareness of ITIL process.
o Good communication skill.
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices