Description
Title: Sr. Genesys Production Support Executive
Location: Cork, Ireland
Duration: 4 months with possible extension
Start: ASAP
Rate: Negotiable
Job Purpose:
Supports Genesys Production systems. Involved in Maintenance, Configuration, Installation of Genesys Components
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