Genesys

TITLE: SR. GENESYS PRODUCTION SUPPORT EXECUTIVE

Location: Cork, Ireland

Duration: 4 months with possible extension

Start: ASAP

JOB PURPOSE:

Supports Genesys Production systems. Involved in Maintenance, Configuration, Installation of Genesys Components

JOB DUTIES:

* Triages production incidents in Genesys Voice (Inbound/Outbound), Email & SMS and Aspect WFM based on priority and work to towards resolution

* Install and Upgrade Genesys components in production environment

* Configure options and applications in Genesys CME

* Identify the impacts for Genesys applications for Infrastructure changes and Prepare and execute mitigation plans.

* Perform validation & verifications in Genesys environment for Changes

* Take part in ticket review discussions with Business stakeholders

* Take part in discussions with Development & Operations teams on system improvement and stability of the components

* Identify system performance bottlenecks and Recommend to Application development teams

* Look for process improvements in the support process and raise Process Improvement proposals.

* Take part in discussion with other Regional & Offshore teams for coordination

* Take part in Knowledge Sharing sessions from Development teams.

REQUIRED SKILLS:

Experience in supporting Genesys platform with very high volume and availability requirements. Expert in Genesys CTI, Genesys eServices, GVP & Genesys Outbound.

DESIRED SKILLS:

* Prior experience of working in a production support environment.

* Unix basics

* Oracle Database & SQL basics

QUALIFICATIONS:

Bachelors/Masters degree in Computer Science or Information Technology