Senior Systems Engineer (IT Ops Infra -AD Server)
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AI Summary
Manage BAU incidents and requests for Genesys PureCloud Voice, focusing on troubleshooting WebRTC, SIP, and voice quality. Implement LLD configurations for call flows and provide end-user training and documentation.
This is a remote position.
Role- Systems Engineer - Genesys PureCloud-Voice
Location-Pune
Experience-3+years
Education-BE/BTECH
Job Responsibilities:
- Work on BAUs (Incidents and Requests) of various projects located across regions as per agreed SLA.
- Troubleshooting of WebRTC clients / BYOC trunks / SIP / Voice Quality and coordinate with relevant stakeholders/Vendors until the issue gets resolved.
- Communicate to Lead(s)/Manager(s) about escalated/recurring issue(s) and work with the team for fix/permanent solutions.
- Change Management: Implement/Configure LLD as per business requirements (Trunks/Call flows/Contact center parameters).
- End user Training: Address end user queries related to various Contact Center parameters/performance reports of Genesys cloud and training requests.
- Documentation: Ensure to maintain records, Project documentation, Creation / amendment of User guide/Troubleshooting guide.
Nice to have skills:
- Work experience of AI and Automation using Genesys cloud.
- Work experience of various CRM integrations like (ServiceNow, Salesforce, etc.) with Genesys cloud.
- Work experience of international Contact Center clients.
- Work experience of other CCaaS platforms.
Requirements
- Work experience on Genesys PureCloud voice {Contact Center}.
- Work experience on call flow development using Genesys Architect.
- Work experience on GCV and SIP BYOC carriers.
- Knowledge / Work experience of Genesys APIs
- Good communication (Written and Oral).
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