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Job Description
Job Purpose
To support channel applications and maintain uptime, ensuring adherence to internal and external laid down guidelines.
Accountabilities:
• Support to ensure application/system uptime and smooth run for business.
• Handle help desk incidents/requests related to channels
• Identify issue areas and working accordingly to resolve the issues.
• Coordinate with Business, vendor and projects for SCR’s and production issues.
• Manage vendors with respect to support calls and new changes in the systems.
• Work with internal teams to resolve day to day issues and new changes/releases.
• Ensure system hygiene and best practices for Channel applications
Skills
Education:
• University Degree or Equivalent.
Experience:
• 4 years’ experience in a similar role.
Technical Skills:
• Hands on experience of Genesys Contact Center solutions
• Well versed in different Contact Center technologies.
• Knowledge of different recording systems
• Strong knowledge of Genesys Framework and Reporting
• Good understanding of IVR call flow design and implementation
• Strong troubleshooting skills and experience on GVP, Inbound, Outbound and Reporting
• Good to have experience in different switches like Alcatel and Cisco
• Hands on experience in SQL
• Good knowledge in IT Networks
• Good to have Websphere and IIS server knowledge
Specialist skills required for the job:
• Oral Communication: Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon. Explains the reasoning being what is being said to ensure understanding and acceptance.
• Written Communication: Produces clear and concise reports and other written material usually of a detailed and technical nature, which are understandable to those with or without a good knowledge of the subject matter.
• Analytical: Uses a wide range of analytical tools and techniques to identify issues/trends to provide recommendations and solutions.
• Procedure and Policy: A good knowledge of the relevant policies, practices, processes and procedures in own areas of responsibility. Where appropriate will have a good knowledge of the key relevant legal, regulatory and statutory requirements, technical interpretation and the ability to provide advice thereon.
• Specialist Knowledge: Has a detailed knowledge of the specialist area and may hold or be working towards a relevant qualification and be a member of a professional body. Able to identify the implications of information available and offer solutions to problems identified.