What are the responsibilities and job description for the Genesys WDE ( Workspace Desktop Edition) position at Teamware Solutions?
Job Details
Only local profile
- WAC integration via iframe embedded in WDE.- Assistance with troubleshooting WDE upgrades.- Support for troubleshooting Desktop Bridge upgrades.- Troubleshooting integration, security, and data transmission issues (e.g., Customer ID entered on WDE; Customer ID entered with fewer than 12 digits on WDE).- Ensuring the flow of information to portals through WDE.- Configuration changes/settings for WDE IDs.- Assistance in troubleshooting/debugging platform issues using WDE logs.- Support during end-to-end calls related to platform changes/upgrades.- Assistance during disaster recovery activities and related testing.- Managing the transfer of calls from Voice ID CCP to non-Voice ID CCP.- Handling Citrix-based CCPs versus non-Citrix.- Desktop bridge setup and upgrades.- Configuration changes.- Addressing issues with customer IDs not being transmitted or set to zeros, including WDE changes to resolve data issues such as blank customer IDs.- Troubleshooting issues with portals, including handling support differently, caller type switches, and multiple enrollments in the same call in the US and UK, as well as CSP dial issues.- Fetching platform logs.- Troubleshooting related to Nuance GUI, SIP servers, and service servers. Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success. Build backend API s/ Handling and troubleshooting day-to-day operations Identifying problems or known errors and doing RCAs. Participate in performance testing and tuning activities. Tracking of Critical patches. knowledge in Agile methodology. Should have good experience in Banking and financial services domain. Need to be local to Phoenix geography.
