Overview
Role Description:
Flexible to work on-vall (rotation basis) and ready to work on US hours as required.
The Genesys Software Support Engineer would need to have at least 3 to 5 years of experience. This Candidate will test and deploy new features and functionality for global Interactive Voice Response (IVR) systems which run on the Genesys Voice Portal platform.
The Genesys Software Support Engineer will be responsible for system analysis, creating technical specification documents, preparing unit / integration test plans, and release management. Furthermore, this position is responsible for system integrations, maintenance, and support of contact center components including, speech recognition, routing, and real-time and historical reporting.
The team deploys and maintains Genesys IVR’s, reporting, and multi-channel solutions, as well as Call Recording and Workforce Management Solutions from other leading software manufacturers.
* Maintain the integrity of all CCT related softwares and Standard Builds by applying latest service patches and configuration settings as recommended by the manufacturer and as required by customer and vulnerability, testing all new patches and verify thoroughly about all the patches.
*Identify service issues with respect to technical inputs by carrying out performance trending
*Analyze and resolve technical queries of customer
*Identify areas for automation
*Attend conference calls with technical escalation points in US
*Meet defined operational metrics
*Ensuring 100% SLA and Process Compliance,
Requirements:
• 2-3 years IVR Administration, support experience (Genesys Voice Portal required).
• 2-3 years of experience with Speech Recognition technology (Nuance preferred).
• 3-5 years Linux, UNIX Server Administration.
• 3-5 years Tomcat experience and IDEs like Eclipse or Genesys Composer.
• 3-5 years of experience as Genesys Engineer/Administrator monitoring and supporting Genesys framework 8.0/8.5.
• Must have telecommunication background and experience with VOIP/SIP/CTI standards and technologies.
• Experience with GVP reporting, InfoMart, CCPulse.
• Genesys Certification is a plus – Framework, Routing, SIP Server, and Genesys Voice Portal.