Responsible for handling day-to-day contact center operations, requirements, and issues • Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud o Good understanding about o Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect – Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement, Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues. o Trunks – SIP, ISDN PRI and BRI, Analog trunks o Network connectivity to the Genesys Cloud and Agents. o Ability to identify the issues by reading logs – Agents, SIP Messages, ISDN logs, Debug, Wireshark. • Understanding of contact center reporting and customization • Vendor and Service Provider management for resolving issues. • Understand requirements from client and create design documents. • Planning, coordinating, tracking and executing Migrations. • Contribute process improvement areas. • Identify automation areas and implement the automations to optimize the team efforts. • Mentoring team members to achieve target timelines and deliverables. • Handling escalations related to project deliverables. • Motivating team members to upskill / cross skill.

• Must have skills : Contact Center Technology Implementation, Genesys
• Good to have skills : NA
• Minimum 3 year(s) of experience is required
• Educational Qualification : 15 years full time education BE