Key Responsibilities
* Provide technical support to Business teams using Genesys applications like CCPulse, WFM, CME etc.
* Assist in optimization of reporting, routing and WFM functionality to meet the business needs of Call Center.
* Analyze and correct system errors to maintain and enhance system performance.
* Design and implement system changes to reduce impact of service interruption.
* Work closely with teams on other sites to optimize multi-site environment.
* Providing timely and accurate recommendations to improve system stability or provide additional functionality.
Knowledge, Skills & Abilities
Possess Genesys certifications GCP-CIV (Consultant Inbound Voice ) and/or GCP-DIV (Developer Inbound Voice)
At least 3 years’ experience working with Genesys version 7.x or 8.x in a multi-site call center environment.
Fully proficient with Genesys GUI applications, CME, SCI, IRD, DMA.
Ability to interpret existing routing strategies and develop new ones as required.
Experienced with historical reporting (CCA or Infomart), and real-time using CCPulse.
Experience of working with business units to assess routing, reporting requirements, and possess an ability to map business to technical requirements.
Ability to multi-task with inter-departmental/multi-site projects.
Experience of performing application upgrades and applying Hot Fixes in a production environment.
Exposure to Genesys multi-media (email/chat) would be advantageous.
Strong process and architecture documentation skills using Visio and MS Word.
Database skills and an ability to construct SQL queries would be a plus.
PBX configuration skills, preferably Avaya Blue(Nortel).
Qualification
3rd level qualification desirable but can be substituted with relevant experience.
Genesys Certification, preferably GCP-CIV7.
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* Provide technical support to Business teams using Genesys applications like CCPulse, WFM, CME etc.
* Assist in optimization of reporting, routing and WFM functionality to meet the business needs of Call Center.
* Analyze and correct system errors to maintain and enhance system performance.
* Design and implement system changes to reduce impact of service interruption.
* Work closely with teams on other sites to optimize multi-site environment.
* Providing timely and accurate recommendations to improve system stability or provide additional functionality.
Knowledge, Skills & Abilities
Possess Genesys certifications GCP-CIV (Consultant Inbound Voice ) and/or GCP-DIV (Developer Inbound Voice)
At least 3 years’ experience working with Genesys version 7.x or 8.x in a multi-site call center environment.
Fully proficient with Genesys GUI applications, CME, SCI, IRD, DMA.
Ability to interpret existing routing strategies and develop new ones as required.
Experienced with historical reporting (CCA or Infomart), and real-time using CCPulse.
Experience of working with business units to assess routing, reporting requirements, and possess an ability to map business to technical requirements.
Ability to multi-task with inter-departmental/multi-site projects.
Experience of performing application upgrades and applying Hot Fixes in a production environment.
Exposure to Genesys multi-media (email/chat) would be advantageous.
Strong process and architecture documentation skills using Visio and MS Word.
Database skills and an ability to construct SQL queries would be a plus.
PBX configuration skills, preferably Avaya Blue(Nortel).
Qualification
3rd level qualification desirable but can be substituted with relevant experience.
Genesys Certification, preferably GCP-CIV7.