Genesys Developer

Job description

DESIRED SKILLS AND EXPERIENCE: Job Duties: • Troubleshoot production incidents in Genesys Voice(Inbound/Outbound), Email & Chat based on priority and work to towards resolution • Install and upgrade Genesys components in production environment. • Good Hands-on experience with Genesys Config/Management layers, Genesys Intelligent Workload Distribution (IWD) Layer, Interaction Layer, Genesys Rules Authoring Tool (GRAT) and Genesys Rules Engine (GRE) applications, Genesys Pulse application, Routing layer, GVP, SIP layer/Media layer, GPlus adapters. • Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, Media server, and ICON/Info Mart. • Configure options and applications in Genesys CME • Identify the impacts for Genesys applications for Infrastructure changes and prepare/execute mitigation plans. • Perform validation & verification for environment/infrastructure related changes • Take part in discussions with development & operations and Genesys vendor team on Genesys Cases on system improvement and stability of the components • Identify system performance bottlenecks and raise recommendations to application development teams • Look for process improvements in the support process and raise process improvement proposals. • Take part in Knowledge sharing sessions from development/offshore teams • Extend on-call support during weekends. During this time, attend critical issues and any change requests. • Exposure to WFM tools like Aspect and call recording tools would be a plus Desired Skills: • Prior experience of working in a production support environment and handling Incidents and SNOW changes. • Unix basics • Oracle Database & SQL basics Process Skills: Thorough understanding of the software development lifecycle Outstanding written/verbal communication skills with experience distilling and presenting complex quantitative analysis Interpersonal Skills: Well-developed analytical & problem-solving skills Strong oral and written communication skills Excellent team player, able to work with virtual teams. Ability to learn quickly in a dynamic start-up environment. Must be able to work under own initiative with limited guidance from team manager due to the fast pace and high-volume of work managed by the team. Able to talk to client directly and report to client/offshore. Flexibility to work on different Shifts and Stretch.