What are the responsibilities and job description for the Associate position at HCL Technologies?
Genesys Contact Center (Level L2/L3 ) Education requirements Any Graduate; Bachelor's degree in IT or related field is preferred Years of Experience 4-6 Years in Genesys Contact Center Level 2 Support 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: GCA (Mandatory) ITIL Foundation (Preferred) Skills required Good understanding of SIP Protocols, Genesys Framework and Architecture Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights Good troubleshooting experience in Genesys infrastructure. Good understanding of the following Genesys Products Design call-Flow Architect/ Script/ Data Actions/ Data table Integration with Salesforce, Genesys API s , PCI PAL, GenAI Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement. SBC Management Trunks, E1/ T1(CAS, CCS), SIP etc., Gateway protocols: SIP and MGCP Good ITIL Knowledge Incident, Change & Configuration Management 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
Depending on the work environment, the subject matter expert may lead or be an active participant of a work-group with the need for specialized knowledge.Meet all agreed-upon turnaround times for deliverables, deliverable reviews, or deliverable sign-offUnderstands, articulates and implements best practices related to his area of expertise.Provides guidance on how his area of capability can resolve an organizational need and actively participates in all phases of the solution life cycle. Design Solutions and best practices to meet clients objective.Work with clients to identify business challenges and contribute to client deliverables by refining, analyzing, and structuring relevant data (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
Depending on the work environment, the subject matter expert may lead or be an active participant of a work-group with the need for specialized knowledge.Meet all agreed-upon turnaround times for deliverables, deliverable reviews, or deliverable sign-offUnderstands, articulates and implements best practices related to his area of expertise.Provides guidance on how his area of capability can resolve an organizational need and actively participates in all phases of the solution life cycle. Design Solutions and best practices to meet clients objective.Work with clients to identify business challenges and contribute to client deliverables by refining, analyzing, and structuring relevant data (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
