DirecciónQualifications/Responsibilities:
- 3 - 7 years of experience in GenesysPureCloud
- Support/Manage Genesys PureCloud infrastructure.
- Overall responsibility for systems availability, capacity planning and management, system performance, configuration.
- Expert Level troubleshooting experience on Purecloud,Edge,APIs and VoIP infrastructure.
- Work closely with the team and handle tickets and all incidents including Critical circumstances.
- Review implementation documents and approve CRs.
- Get involved in new design and implementations activities.
- Ensure Quality process and best practices are adopted to deliver the assigned responsibilities
- Carry out pre-migration and final migration/cutover. Carry out Final acceptance tests
- Installation, staging and basic configuration as per the implementation/LLD and integration testing
- Closely work with Project Managers and customer technical authority and ensure smooth delivery of Operation/Project deliverables.
- Ticketing system experience like Remedy, Service manager
- Strong experience in implementing Contact Center Solutions (Cloud and on premise) and a good understanding of various communication channels such as Voice, Emails, Chat, Social Media etc and it s utilization
- Expertise in Genesys PureCloud Enablement, system Configuration, designing call flows using Architect, Reports enablement, Campaign management, Recording, WFM etc.
- Genesys PureCloud deployment experience - Edge and PureCloud Voice model.
- In-depth knowledge on implementing the add-on components such as Bridge server and Edge device
- Having hands on experience on integrating the third party apps / CRM such as Salesforce, MSCRM, Custom CRM & 3rd Party Web services.
- Experience in implementing Web-Chat and Co-Browse solutions
- Should have the ability to do Customization using PureCloud API s. (JSON, JavaScript)
- Unit Testing, System integration Testing and support user acceptance testing
- Participation in software releases and post-release activities, including warranty support and competitive analysis for subsequent product build/release cycles
- Should be able to follow the defined support processes and SLA based service delivery
- Perform Change management with preventive and perfective maintenance activities for continuous improvement
- Self-learner with limited peer support available during transition and ticket resolution
- Strong analytical and logical decision making capability
- Strong knowledge on PureCloud API for 3rd party integrations.
Others:
- Participate in CRITSITS and provide afterhours support as needed
- Experience in team management to help to share/exchange knowledge for overall team skill upgrade
- Lead security/external Audits as required by customer
- Strong understanding of Incident/Change/problem management
- Good written/verbal communication
- Willing to work on hybrid set up - 2 times onsite
- Willing to work on night shift (10pm to 6am)
Employee Status : Full Time Employee
Shift : Variable
Travel : No
Job Posting : Feb 26 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.
