Genesys Cloud Support Specialist
4 days ago
We are seeking a highly skilled Genesys Cloud Support Specialist to join our team. In this role, you will be responsible for providing technical support and assistance to end-users regarding Contact Centre solution.
You will troubleshoot issues, resolve problems, and ensure the smooth operation of Genesys, Nice, Verint etc platforms to maximize communication efficiency and user satisfaction.
- Escalation point of contact for the Contact Centre Operations
- Stakeholder and Issue management, liaise with customer Service Delivery Manager
- Drive/participate/coordinate key meetings with stakeholders
Troubleshooting and Problem Resolution
You will troubleshoot voice network issues, including call quality problems, voice packet loss, latency, and jitter. You will analyze call logs, signaling messages, and network traces to diagnose and resolve voice-related issues in collaboration with network engineers and service providers.
System Administration
You will administer Genesys (Premise and CCaaS) applications, including system configuration, user provisioning, dial plan management, and trunk configuration. You will monitor system health, performance, and capacity, identifying and resolving issues to ensure uninterrupted service.
Integration and End-User Support
You will integrate Genesys telephony systems with unified communications (UC) platforms, collaboration tools, and business applications. You will configure integration features such as presence, instant messaging, and click-to-call to enhance communication and productivity.
You will provide technical support and assistance to end-users regarding telephony hardware, software clients, and mobile applications. You will troubleshoot user-reported issues, resolve problems, and escalate complex issues to higher-level support teams when necessary.
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Genesys Cloud Support Specialist
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Auckland, Auckland, New Zealand Infosys Limited Full timeJob Summary:As a Genesys Cloud Support Specialist, you will be part of a dynamic team at Infosys Limited. Your primary responsibility will be to provide technical support and assistance to end-users regarding Contact Centre solution. You will work closely with cross-functional teams to ensure seamless execution of projects.About Us:Infosys is a leader in...
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