IT Voice Administrator
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- Day to day support and maintenance of Genesys PureCloud Solutions
- Migration and implementation of Genesys PureCloud Solution
- Monitor project progress and adjust as necessary to ensure successful project delivery.
- Creation of Documentation and Knowledge base
- Responsible for managing incident and service requests
- Manage and coordinate team activities, working closely with different support groups.
- Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
- Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.
Qualification
- Hands on experience on troubleshooting Genesys PureCloud solutions
- Experience on migration and implementation of Genesys PureCloud
- Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
- Good knowledge on Gateway configuration and Genesys SIP Trucking and Dial
Plans. - Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
- Can explain the issue clearly to the Vendor and provide necessary information
correctly if the Vendors need it - Knowledge on network routing ,VOIP Protocols, SIP Responses, Handshake communication etc.
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