1P
Job Description
Key Responsibilities
- Manage and configure all Genesys services including URS, OCS, and other modules
- Handle IVR creation, modification, and backup based on business requirements
- Set up and map DN, agent IDs, and campaigns according to operational needs
- Configure and reroute PRI and GSM call flows as needed
- Perform first-level troubleshooting and escalate unresolved issues
- Monitor CCPulse, create and update templates, and manage real-time data deletions
- Install and configure Genesys applications and PRI, SIP, GSM gateways
- Maintain configuration backups of gateways as per compliance standards
- Work with MySQL and MsSQL databases for Genesys integration and operations
- Ensure all dialer-related issues are addressed or escalated as required
- Create and manage predictive dialing campaigns with detailed strategy settings
- Support 24x7 shift operations and participate in extended hour support