Dialer Technical

Key Responsibilities

• Strong knowledge of Genesys services including Massage, Config, URS, OCS, etc.
• Create and modify IVR flows based on process requirements
• Perform DN, agent, and campaign creation and mapping per business needs
• Modify PRI and GSM call routing according to operational changes
• Conduct first-level troubleshooting and escalate unresolved issues promptly
• Monitor CCPulse and create or update templates as required
• Perform real-time data deletion and agent ID mapping as per business requirements
• Install and configure Genesys applications and PRI/SIP/GSM gateways
• Maintain configuration backups for gateways as needed
• Manage SQL databases in accordance with business agreements
• Ensure call recording backups are maintained as per process requirements
• Handle predictive/blended dialer services, import/export tasks, and manage dialer strategies
• Open to 24x7 shifts and extended working hours
• Coordinate with internal teams or vendors to resolve dialer-related issues efficiently