Genesys Contact Center - Associate Consultant - Inglês Avançado

Sobre a vaga www.hcltech.com Your Role & Responsibilities Resolving incident cases. Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed. Incident tracking to ensure continuity across shifts. Vendor management with PSTN Service provide, OEM for resolution of tickets. Coordination of communication bridges during major outages Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc). Adhering to defined SLAs Handling tickets / requests Troubleshooting technical issues Ensuring that defined processes are adhered to Report regularly concerning key counters and measures of the voice network through health checks Requirements and qualifications: English Advanced (will attend meeting with global teams) Good understanding of SIP Protocols, Genesys Framework and Architecture Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights Good troubleshooting experience in Genesys infrastructure. Good understanding of the following Genesys Products Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement. SBC Management Trunks, E1/ T1(CAS, CCS), SIP etc., Gateway protocols: SIP and MGCP Good ITIL Knowledge – Incident, Change & Configuration Management Education requirements Any Graduate; Bachelor's degree in IT or related field is preferred Solid experience in Genesys Contact Center