Genesys Contact CX Support Specialist

Job Description: Genesys Contact CX Support Specialist The Genesys Contact CX Support Specialist will be responsible for providing Level-2/3 support services, ensuring adherence to agreed service levels (SLA) with regard to Response Time and Restoration Time targets. you will play a pivotal role in designing, implementing, and managing our Genesys Cloud CX environment, ensuring it meets the evolving needs of our organization. Required Qualifications • Extensive & core experience working with Genesys Support and Cloud Architect • Extensive experience in contact center operations, contact center technologies, and contact center strategies. • Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound experience preferred a must. • Expertise on developing strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria • Experience collaborating with stakeholders to translate business needs into user stories, including elicitation, analysis, and documentation. • Expertise in contact center technologies, including IVR, CRM, WFM, etc., with the ability to research and identify optimal solutions. Proficiency in documenting business and system requirements, • Good troubleshooting and log reading skills are a must • Good understanding of large enterprise architecture and experience provide support end to end on contact center and related telecom services • Ability to do Knowledge transfer & provide guidance to team members • Extensive experience with Genesys platform and Cloud architecture • Create , Manage and Enhancing IVR Self-Service and Voice bot for Call Delivery via ACD • Administration and integrate with Microsoft Teams to enable agents to escalate complex issues • Create and Manage outbound dialing campaigns • Work closely with Genesys-Care to resolve product or Cloud platform-related issues. • Manage and track issue investigation and resolution, ensuring proper change control processes are in place. • Offer 24x7 remote support services for issues related to the Genesys Cloud Production environment reported by the end customer. • Provide solutions or workarounds for issues in conjunction with Genesys Care. • Genesys environment setup, troubleshooting and support • Setup and support ASR and TTS systems • Handling Application deployments, requesting ACLs/Firewalls, working with third party vendors if it required • Design, documentation and maintaining the environment relevant to AWS region for Genesys pure cloud • Knowledge of Genesys Framework (Config + Management). • Knowledge with network and common data center infrastructure • Excellent interpersonal, collaboration and communication skills Mandatory skills Extensive experience with Genesys Pure cloud , Genesys platform architecture • Genesys Cloud environment Administration , troubleshooting and support. Genesys Contact CX S