Senior Genesys Production Support Executive

Cork  ‐ Onsite
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Description

Sr. Genesys Production Support Executive Job Purpose: Supports Genesys Production systems. Involved in Maintenance, Configuration, Installation of Genesys Components

Sr. Genesys Production Support Executive Job Duties:

  • Triages production incidents in Genesys Voice (Inbound/Outbound), Email & SMS and Aspect WFM based on priority and work to towards resolution

  • Install and Upgrade Genesys components in production environment

  • Configure options and applications in Genesys CME

  • Identify the impacts for Genesys applications for Infrastructure changes and Prepare and execute mitigation plans.

  • Perform validation & verifications in Genesys environment for Changes

  • Take part in ticket review discussions with Business stakeholders

  • Take part in discussions with Development & Operations teams on system improvement and stability of the components

  • Identify system performance bottlenecks and Recommend to Application development teams

  • Look for process improvements in the support process and raise Process Improvement proposals.

  • Take part in discussion with other Regional & Offshore teams for coordination

  • Take part in Knowledge Sharing sessions from Development teams.

    Required Skills:

    Experience in supporting Genesys platform with very high volume and availability requirements. Expert in Genesys CTI, Genesys eServices, GVP & Genesys Outbound.

    Desired Skills:

  • Prior experience of working in a production support environment.

  • Unix basics

  • Oracle Database & SQL basics

  • Qualifications:

    Bachelors/Masters degree in Computer Science or Information Technology

    Start date
    n.a
    From
    SidTech LTD
    Published at
    16.07.2015
    Project ID:
    945120
    Contract type
    Freelance
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