Genesys Engage / Service Management

Teamware Solutions

2 - 4 years

2 - 4 Lacs

Chennai Tamil Nadu India

Posted:2 days ago| Platform: Foundit logo

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Skills Required

Crm Systems Genesys Cloud

Work Mode

On-site

Job Type

Full Time

Job Description

Genesys Engage / Service Management Specialist

Roles and Responsibilities:

Implement, configure, and manage Genesys Engage contact center solutions
, including routing strategies, IVR applications, agent desktops, and reporting.
Provide expert support and troubleshooting
for Genesys Engage platform issues, ensuring high availability and performance.
Collaborate with business stakeholders to
gather requirements and translate them into technical Genesys solutions
.
Optimize Genesys Engage system performance
through proactive monitoring, tuning, and problem resolution.
Integrate Genesys Engage with
CRM systems, ticketing tools, and other enterprise applications
to streamline workflows.
Develop and maintain comprehensive documentation
for Genesys Engage configurations, processes, and best practices.
Support and adhere to
IT Service Management (ITSM) processes
such as Incident Management, Problem Management, Change Management, and Release Management.
Monitor key performance indicators (KPIs)
within the Genesys environment and provide regular reports to management.
Stay updated with the latest Genesys product releases, features, and industry trends
to recommend continuous improvements.
Provide training and guidance
to internal teams and end-users on Genesys Engage functionalities.
Participate in
disaster recovery planning and testing
for contact center systems.

Required Skills and Qualifications:

Proven experience with
Genesys Engage platform components and architecture
(e.g., PureConnect, PureEngage, Genesys Cloud).
Strong understanding of
contact center operations and technologies
(ACD, IVR, CTI, WFM, QM).
Familiarity with
database technologies
(e.g., SQL Server, Oracle) and reporting tools.
Knowledge of
IT Service Management (ITSM) frameworks
like ITIL.
Excellent
troubleshooting and analytical skills
for complex technical issues.
Strong
communication and interpersonal skills
to collaborate effectively with diverse teams and stakeholders.
Ability to
manage multiple priorities
in a fast-paced environment.
Genesys certifications are a significant plus.

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