Genesys Cloud Architecture at Noblesoft Technologies

Job Title: Genesys Cloud Architecture - W2 Candidate Only Location: Raritan New Jersey/Remote Mode : Contract Soft Skills requirements Excellent communication and conversation skills (Verbal and Written) Good documentation skills Good working knowledge of MS OFFICE (Including MS Project and Visio) Should have good customer handling skills Certification requirements: GCP (Mandatory) ITIL Foundation (Preferred) Skills required Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement configuration and support. Experience working with Customer Service Operations: Experience in Contact Center channels leading Customer Service operations assessment/benchmarking identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite. Should be hands on in Genesys Architect Call flows IVRs skills permissions roles routing queues etc. Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer Genesys Framework Components (such as Edge BYOC SIP GAX GVP AppFoundry eServices GRE URS Info Mart GMS OCS GPlus Integrations etc.) or similar solutions. Genesys APIs integration with 3rd party solutions and CRMs like Salesforce etc. Candidate should have knowledge on Engineering consultation and be able to assist with day-to-day ;operational activities on Genesys Cloud CX. Provide Tier 3 support during critical incidents as necessary Participate and lead ongoing technology research and strategic planning for contact center services Perform some Genesys infrastructure maintenance work; some after-hours z6/ work is required Flexibility to work across different time zones Resource should be flexible for working in NA Shift Projects as well. Roles & Responsibilities Resolving incident cases. Monitor capacity performance and availability using popular network tools and act to correct anomalies when needed. Incident tracking to ensure continuity across shifts. Vendor management with PSTN Service provide OEM for resolution of tickets. Coordination of communication bridges during major outages Participate in Operational processes (Daily Ops Change Control Incident management request forservice etc). Adhering to defined SLAs Handling tickets / requests Troubleshooting technical issues Ensuring that defined processes are adhered to Report regularly concerning key counters and measures of the voice network through health checks Genesys Release Management Key Skills Joomla,Customer Support,Interior Fit-Out,Client Services,Architecture Employment Type : Full Time Experience: years Vacancy: 1