Job Description

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key accountabilities
RUN phase:

• To provide professional technical support and troubleshooting for all issues received related to Genesys CC.
• Resolve complex customer issues on Genesys CC; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
• Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Genesys CC products.
• Provide status updates to CTS. Inform customer on technical progression, if/when required.
• Provide Level 3 support in Run Phase for Genesys Call Centre products in the areas of:

• Incident Management
• Change Management
• Availability Management
• Release Management
• Capacity Management

BUILT phase

• Ensure technical lead for the deployment of Genesys Call Centre Solutions:
• Produce Low Level Design documents
• Coordinate Customer Acceptance Testing
• Developments (IVR scripts, call flows, stats server, infomart & contact center analyser reporting) and Coordinate deployment of all Call Centre adjuncts.

Engineering activities:

• Engineering on Genesys CC products
• Test of patches, new versions for all Call Centre adjuncts
• Beta testing of new functionality; Testing of tools
• Technology watch
• Coordination with Orange engineering teams and Genesys R&D

PreSales activities:

• Technical Support of CRM BU Presales team :
• Contribution to High Level Design
• Design Validation
• BUILD Model Validation
• RUN Model Validation
• Estimation of deployment and operational costs

votre profil

Knowledge and abilities

• Strong design, implementation & troubleshooting (L3 support) skills on Genesys Cloud and Engage solutions(Voice,Digital and Quality Management)
• Experience on reporting solutions & client interfaces (Pulse & Genesys Interactive Insights)
• Knowledge on scripting/routing using composer.
• Experience on Speech Solutions(Nuance,Telisma etc) and dialog systems.
• Working experience on Genesys Cloud implementation and integrations.
• Strong understanding of SIP protocols and architecture
• Knowledge on databases (mssql,cassnarda & oracle)
• Working experience on Windows 20xx and Linux/Unix, DBA.
• Knowledge of SS7/Next Generation network
• Good knowledge of VoIP environments and IP/PSTN integrations
• Must be fluent in English
• Interpersonal skills
• Ability to carefully plan and co-ordinate work according to a demanding time schedule
• Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
• Good time management, organizational and communication skills
• Ability to work under pressure with ability to deal with multiple tasks.
• Ability to coach and mentor peers and subordinates
• Good commercial awareness.
• Presentation/Report writing skills
• Excellent problem solving skills are necessary.
• Flexibility in terms of working hours, on call support activities.

Education, qualifications, and certifications

• Engineering degree in telecommunication or Equivalent
• Formal qualification (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant) on Engage and Cloud Platforms.

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Global Delivery & Operations

contrat

CDI

Orange