Genesys Production Support Consultant

Genesys Production Support Consultant

LOCATION: Cork, Ireland/UK

Sr. Genesys Production Support Executive

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

SR. GENESYS PRODUCTION SUPPORT EXECUTIVE JOB DUTIES:

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

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Install and Upgrade Genesys components in production environment

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Configure options and applications in Genesys CME

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

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Perform validation & verifications in Genesys environment for Changes

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Take part in ticket review discussions with Business stakeholders

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

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Identify system performance bottlenecks and Recommend to Application development teams

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

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

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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:

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Prior experience of working in a production support environment.
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Unix basics
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Oracle Database & SQL basics