Genesys Developer

DESIRED SKILLS AND EXPERIENCE:

Job Duties:

• Troubleshoot production incidents in Genesys Voice(Inbound/Outbound), Email & Chat based on priority and work to towards resolution

• Install and upgrade Genesys components in production environment.

• Good Hands-on experience with Genesys Config/Management layers, Genesys Intelligent Workload Distribution (IWD) Layer, Interaction Layer, Genesys Rules Authoring Tool (GRAT) and Genesys Rules Engine (GRE) applications, Genesys Pulse application, Routing layer, GVP, SIP layer/Media layer, GPlus adapters.

• Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, Media server, and ICON/Info Mart.

• Configure options and applications in Genesys CME

• Identify the impacts for Genesys applications for Infrastructure changes and prepare/execute mitigation plans.

• Perform validation & verification for environment/infrastructure related changes

• Take part in discussions with development & operations and Genesys vendor team on Genesys Cases on system improvement and stability of the components

• Identify system performance bottlenecks and raise recommendations to application development teams

• Look for process improvements in the support process and raise process improvement proposals.

• Take part in Knowledge sharing sessions from development/offshore teams

• Extend on-call support during weekends. During this time, attend critical issues and any change requests.

• Exposure to WFM tools like Aspect and call recording tools would be a plus

Desired Skills:

• Prior experience of working in a production support environment and handling Incidents and SNOW changes.

• Unix basics

• Oracle Database & SQL basics

Process Skills:

Thorough understanding of the software development lifecycle

Outstanding written/verbal communication skills with experience distilling and presenting complex quantitative analysis

Interpersonal Skills:

Well-developed analytical & problem-solving skills

Strong oral and written communication skills

Excellent team player, able to work with virtual teams.

Ability to learn quickly in a dynamic start-up environment.

Must be able to work under own initiative with limited guidance from team manager due to the fast pace and high-volume of work managed by the team.

Able to talk to client directly and report to client/offshore.

Flexibility to work on different Shifts and Stretch.