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Genesys CTI Lead

3.00 to 5.00 Years   Bangalore   08 Apr, 2021
Schneider Electric
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryManufacturing
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

*Project Role : SeniorSupport LeadProject Role Description : Support and maintain the production systems maintaining the SLA s Must Have Skills : Understanding on Genesys Inbound, Genesys Outbound, Routing, Reporting , troubleshooting and log analysisGood To Have Skills : Genesys PureEngage, Genesys PureCloudJob Requirements :Key Responsibilities :

    • Expected to work in Night shifts
    • Troubleshooting logs for all layers components (TServer, StatServer, URS etc)
    • Work on enhancing and upgrading the client CTI infrastructures -Client stake holder conversation channelization from Issues to Outcome
    • Design , build , support contact center -Demonstrate product features and values of the product to customer service Leads Architect
    • Design, build and configure applications to meet business process and application requirements
    • Manage the Support team. Take care of SLAs, KPIs, rostering, Incidnet Managemnet, Problem Management
Technical Experience :
      • Experience in Managing Contact Center
      • Knowledge on Genesys IRD , WWE, GAX, GA along with knowledge of creation of virtual queues
      • Experience in Computer Telephony Integration CTI/Genesys Framework/Universal Routing strategy URS/T-Server/CCPulse/ DataMart
      • Experience in Multi-Tenant reporting, Inbound Out bound,, Interactive Voice Response IVR reporting, Call Routing strategies URS
      • Know how on PL/SQL , database essentials. Ability to write queries
      • Knowledge on PureCloud
Professional Attributes :
      • Solution Oriented : Able to communicate clearly in English in writing and speaking
      • Structured work to break down problems into smaller pieces
Educational Qualification :
      • BE/B.Tech/MCA/ Graduation in any specialization
, *Any bachelors degree

Keyskills :
call routingcontact centercustomer servicebusiness processproduction systemsivrctislaursirdcareslasplsqlwritinggenesysroutingenglishbusiness

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