1P
Job Description
Key Responsibilities
- Strong knowledge of Genesys services including Massage, Config, URS, OCS, etc.
- Create and modify IVR flows based on process requirements
- Perform DN, agent, and campaign creation and mapping per business needs
- Modify PRI and GSM call routing according to operational changes
- Conduct first-level troubleshooting and escalate unresolved issues promptly
- Monitor CCPulse and create or update templates as required
- Perform real-time data deletion and agent ID mapping as per business requirements
- Install and configure Genesys applications and PRI/SIP/GSM gateways
- Maintain configuration backups for gateways as needed
- Manage SQL databases in accordance with business agreements
- Ensure call recording backups are maintained as per process requirements
- Handle predictive/blended dialer services, import/export tasks, and manage dialer strategies
- Open to 24x7 shifts and extended working hours
- Coordinate with internal teams or vendors to resolve dialer-related issues efficiently