Genesys Contact Center - Associate Consultant - Inglês Avançado

Sobre a vagawww.hcltech.comYour Role & ResponsibilitiesResolving incident cases.Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.Incident tracking to ensure continuity across shifts.Vendor management with PSTN Service provide, OEM for resolution of tickets.Coordination of communication bridges during major outagesParticipate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).Adhering to defined SLAsHandling tickets / requestsTroubleshooting technical issuesEnsuring that defined processes are adhered toReport regularly concerning key counters and measures of the voice network through health checksRequirements and qualifications:English Advanced (will attend meeting with global teams)Good understanding of SIP Protocols, Genesys Framework and ArchitectureReporting components like CCPulse/Pulse, ICON, Infomart and CXInsightsGood troubleshooting experience in Genesys infrastructure.Good understanding of the following Genesys ProductsKnowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.SBC ManagementTrunks, E1/ T1(CAS, CCS), SIP etc.,Gateway protocols: SIP and MGCPGood ITIL Knowledge – Incident, Change & Configuration ManagementEducation requirements Any Graduate; Bachelor's degree in IT or related field is preferredSolid experience in Genesys Contact Center