Genesys Lead -WIlmington, DE / NY / NJ / Plano, TX / Chicago, IL / Columbus, OH / Remote

Summary: The Genesys Lead role involves troubleshooting and managing production incidents in Genesys environments, including voice, email, and chat systems. The position requires hands-on experience with Genesys components and the ability to collaborate with development and operations teams to improve system stability. The role offers flexibility in working hours and requires participation in on-call support during weekends. Candidates should possess strong analytical skills and the ability to work independently in a fast-paced environment.

Key Responsibilities:

• Troubleshoot production incidents in Genesys Voice (Inbound/Outbound), Email & Chat based on priority and work towards resolution
• Install and upgrade Genesys components in production environment
• Good hands-on experience with Genesys Config/Management layers, Routing layer, GVP, SIP layer/Media layer
• Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, media server, and ICON/Info Mart
• Configure options and applications in Genesys CME
• Identify the impacts for Genesys applications for infrastructure changes and prepare/execute mitigation plans
• Perform validation & verification for environment/infrastructure related changes
• Take part in discussions with development & operations teams on system improvement and stability of the components
• Identify system performance bottlenecks and raise recommendations to application development teams
• Look for process improvements in the support process and raise process improvement proposals
• Take part in Knowledge sharing sessions from development/offshore teams
• Extend on-call support during weekends. During this time, attend critical issues and any change requests
• Exposure to WFM tools like Aspect and call recording tools would be a plus
• Flexibility to work on different Shifts and Stretch

Key Skills:

• Prior experience of working in a production support environment
• Unix basics
• Oracle Database & SQL basics
• Well-developed analytical & problem-solving skills
• Strong oral and written communication skills
• Excellent team player, able to work with virtual teams
• Ability to learn quickly in a dynamic start-up environment
• Must be able to work under own initiative with limited guidance from team manager due to the fast pace and high-volume of work managed by the team
• Able to talk to client directly and report to client/offshore
• Flexibility to work on different Shifts and Stretch

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT