Description
Role: Sr. Genesys Production Support Executive
Work Location: Cork, Ireland
Duration: initial 4 months with possibility of extension
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, GenesyseServices, GVP &Genesys Outbound.
Desired Skills:
1) Prior experience of working in a production support environment.
2) Unix basics
3) Oracle Database & SQL basics
Qualifications:
Bachelors/Mastersdegree in Computer Science or Information Technology