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Job Description
Role: Genesys Solutions Consultant
Duration: 12+ months (High chances of extension)
The Contact Center Strategy - Telephony Infrastructure (CCS-TI) group within the Infrastructure Management Group (IMG), Network Services (NS) Organization is looking for an exceptional Support Engineer for supporting activities related to the Enterprise Telephony Infrastructure platform (i.e. virtualization of multiple call centers, multi-channel access, intelligent routing, computer telephony integration, telephonic and web self-service, and common/intelligent desktops, Virtual Hold, etc.).
Responsibilities:
- Implementation and maintenance of networks, network analysis, engineering and software functions for Contact Centers.
- Incident response and resolution.
- Problem management updates.
- Cisco Voice and routing.
- Genesys GVP and IVR platforms.
- NICE call recording.
- Call center adjuncts including Symon, Aspect, and Virtual Hold.
- Troubleshooting and solving contact center technology issues.
- Leadership skills to lead teams in troubleshooting to a good result.
Experience:
6 - 10 years’ experience is required.
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