Dialer Technical

Key Responsibilities

• Manage and configure all Genesys services including URS, OCS, and other modules
• Handle IVR creation, modification, and backup based on business requirements
• Set up and map DN, agent IDs, and campaigns according to operational needs
• Configure and reroute PRI and GSM call flows as needed
• Perform first-level troubleshooting and escalate unresolved issues
• Monitor CCPulse, create and update templates, and manage real-time data deletions
• Install and configure Genesys applications and PRI, SIP, GSM gateways
• Maintain configuration backups of gateways as per compliance standards
• Work with MySQL and MsSQL databases for Genesys integration and operations
• Ensure all dialer-related issues are addressed or escalated as required
• Create and manage predictive dialing campaigns with detailed strategy settings
• Support 24x7 shift operations and participate in extended hour support