Genesys Cloud Center SME

Genesys Cloud Center SME

Plano, TX

12 months

Key Roles and Responsibilities? Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to Genesys Cloud CC.? Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved. ? Collaborate with other Tier IIs and Tier III Engineers to reach successful and timely resolution for all customer issues.? Conduct a warm handoff of unresolved issues or activities in progress at shift changes.? Proactive Monitoring and Analysis of Genesys Cloud Infrastructure? Support after hours maintenance on Contact Center ? MACD and Service Request Support? System level changes and maintenance? Problem Management support including post-mortem reports and analysis? Analysis of service infrastructure using specialized tools and systems? Perform system and database backup and recovery? Circuit outages; work with carriers to resolve circuit issues? Daily/night health checks on all systems as applicable? Troubleshoot user outages related to Genesys Cloud CC platforms? Assist Networking group in troubleshooting network related VoIP and CC outages? Perform System upgrades and transformations to Genesys Cloud? Manage/assist with service disruptions? Integrated third party application support ? Configuration Management support i.e. Finesse application, perform installation of call agent? Install Genesys Cloud CC System patch applications? Scripting for Genesys Cloud call routing? Manage Genesys Cloud CC contact service queue creation, configuration, outage response, application management, user license installations? Troubleshoot and solve call flow issues affecting various CC and UC platforms? As requested, develop architectural modifications to network based on mission requirements? Maintain documentation for systems and data center environment? Provide timely and thorough escalation support to Tier IIs and escalate to Tier IVs as appropriate? Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control and Testing? Performance Tuning, System Optimization and Capacity Planning (lab) Reporting- resolution status updates ? Understand and support Genesys Cloud IVR applications in accordance with client requirements. Develop and write necessary code to integrate Cisco UCCE/PCCE with other API?s, CTI screen pop, Finesse gadgets, IVR database dips.? Strong familiarity with CVP scripting and an experienced development background? Responsible for implementation (build) of a variety of voice patterns including Contact Center applications and peripherals. ? Experience administering, engineering, deploying, troubleshooting, and supporting all components of Genesys Cloud CC ? including CVP & ICM scripting. ? Database/SQL skills/Custom Reports? Ability to work independently and end with a strong sense of system ownership.? Firm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition

Requirements? US Citizen ? Pass a drug screening/ background check and Public Trust? 8 years of hands-on configuration, implementation, upgrading/patching, and technical trouble-shooting support experience in voice, UC, Contact Center to include 5 years working with Cloud Contact Centers with at least 2 years on Genesys Cloud. ? Contact Center certifications are preferred. ? The primary focus of this role will be as a SME for VA?s new Genesys Cloud platform; however, experience with other Cloud CC platforms, CUCM, Unity, UCCE/PCCE are also desirable.? Ability to work Shift 7- Wed ? Sat 2am-12pm EST, including holidays

Job Types: Full-time, Contract

Pay: $45.00 - $55.00 per hour

Schedule:

• 8 hour shift

Security clearance:

• Confidential (Preferred)

Work Location: On the road

Salary : $45 - $55