HCLTech is a global technology company, home to 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. Soft Skills requirements: Excellent communication and conversation skills (Verbal and Written) Good documentation skills Good working knowledge of MS OFFICE (Including MS Project and Visio) Should have good customer handling skills Certification requirements: GCA (Mandatory) ITIL Foundation (Preferred) Skills required: Good understanding of SIP Protocols, Genesys Framework and Architecture Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights Good troubleshooting experience in Genesys infrastructure. Good understanding of the following Genesys Products Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement. SBC Management Trunks, E1/ T1(CAS, CCS), SIP etc., Gateway protocols: SIP and MGCP Good ITIL Knowledge – Incident, Change & Configuration Management Roles & Responsibilities: Resolving 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 outages Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc). Adhering to defined SLAs Handling tickets / requests Troubleshooting technical issues Ensuring that defined processes are adhered to Report regularly concerning key counters and measures of the voice network through health checks. Equality & Opportunity for All Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
