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:
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Triages production incidents in Genesys Voice (Inbound/Outbound), Email & SMS and Aspect WFM based on priority and work to towards resolution
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Install and Upgrade Genesys components in production environment
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Configure options and applications in Genesys CME
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Identify the impacts for Genesys applications for Infrastructure changes and Prepare and execute mitigation plans.
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Perform validation & verifications in Genesys environment for Changes
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Take part in ticket review discussions with Business stakeholders
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Take part in discussions with Development & Operations teams on system improvement and stability of the components
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Identify system performance bottlenecks and Recommend to Application development teams
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Look for process improvements in the support process and raise Process Improvement proposals.
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Take part in discussion with other Regional & Offshore teams for coordination
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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