Administrator

Sao Paulo2.5-5 YearsBrazil**Job Description (Posting).****Job Title Genesys Contact Center (Level - L2 )**Education requirements Any Graduate; Bachelor's degree in IT or related field is preferredYears of Experience 4-6 Years in Genesys Contact CenterLevel 2 Support**Soft Skills requirements**- Excellent communication and conversation skills (Verbal and Written)- Good documentation skills- Good working knowledge of MS OFFICE (Including MS Project and Visio)- Should have good customer handling skills**Certification requirements**:- GCA (mandatory)- ITIL Foundation (preferred)**Skills required**- 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**Roles & 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**Qualification**B-Tech**No. of Positions**1**Skill (Primary)**DWP-UCC-Network Voice**Employee Group**Business Line FT**City**Adamantina**Entity**INFRA**Auto req ID**1370130BR**Expected Date of Closure**08-Mar-2024