bull 7+ years of strong experience in Genesys L3 support. bull Strong knowledge of Genesys framework and Pure engage 8.x platform. bull Composer development experience in routing strategies and IVR. bull Well versed with Genesys Contact center technologies. bull Strong L3 troubleshooting experience of complex issues. bull Strong experience Genesys contact center installation, upgrades, and patching. bull Inbound, Outbound, multi-channel experience. bull Experience with pulse reporting, GMS, GIA, Callback, Routing, Real-time Reporting, Business attributes, agent desktop, Media control platform, Verba Call Recording Voice gateways, SIP, URS, Historical Reporting, Resource Manager, Genesys WFM, Stat Server, T-Server, SIP Server, Chabot Gateway. bull Identify problems and errors - identify problems and errors prior to or when they occur. bull Ensure resolution of incidents and requests - Identify the root cause of incidents and problems and ensure the efficient and comprehensive resolution of incidents and requests. bull Incident management - Assist in analyzing, assigning, and further escalating support calls as needed. bull identify failures and shortcomings in the current processes and escalate with recommendations. bull Take full ownership for managing the incident to resolution within the service level conditions. bull Expertise in SIP Protocols, Genesys Framework, and Architecture. bull Genesys Architecture, Genesys Composer, Call routing application development, Genesys Rules Engine (GRE), Genesys Orchestration (ORS), Genesys Voice Process (GVP). bull Genesys Certified ProfessionalGenesys Certified Support (Google Cloud PlatformS) is a plus. bull At least 6 ndash 8 yearsrsquo of contact center solution related Engineering work experience. bull Any technical graduation. bull Should be aware of the ITIL process. bull Network Certification with Qualification is a plus. bull Should have good communication skills.