Source description
About the role
All Genesys service knowledge like Massage/config/URS/OCS and etc. Knowledge of MySQL and MsSQL. Knowledge of IVR creation and modifications as per process requirement. DN/Agent/campaign Creation & Mapping according to business requirement. Change PRI and GSM call routing as per business requirement. First level Troubleshooting/finding should be done, if they faced any challenge to handle the issue immediate escalated it to next level. Monitoring CCPulse and templates creation and modification as per the requirement Real Time Data deletion should be done as per business requirement. Agent id mapping according to business requirement. Installation and Configuration of Genesys application. Installation and Configuration of PRI/SIP/GSM getaway. Configuration Backup of PRI/SIP & GSM Gateways as per requirement. SQL Database as per business agreement. All IVR Call Recording Backup should be done as per the requirements. Flexibility to work in 24*7 shifts and extended hours. Ensure all Dialer related issues/requests are addressed and escalated to concerned personnel / departments / vendors. Create and manage predictive outbound or blend dialing services for the divisions with respect to applications, priorities, table definitions, import/export raw files, filters, dial orders, call data definitions, disposition plans, schedules, and time zone groups Establish and manage dialer strategies.
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