Position Description
- Provide production support for Genesys and Verint applications.
- Troubleshoot and resolve user tickets, system issues, and application incidents.
- Support Quality Forms, Workforce Management, and Call Recording functions.
- Investigate recording issues and retrieve recordings as needed.
- Perform root cause analysis and work with business and technical teams to resolve issues.
Required Skills
- 5+ years of experience with both Genesys and Verint Production Support experience
- Strong production support and ticket resolution experience.
- Experience supporting contact center technologies.
- Knowledge of Verint Quality Forms and Call Recording.
- Strong troubleshooting, communication, and problem-solving skills.
Bonus Skills
- Genesys Cloud or Genesys Engage experience.
- Verint Workforce Management (WFM) experience.
- Quality Management (QM) experience.
- ITIL or incident management experience.
- Experience supporting cloud-based contact center platforms.
Rate:
Not specified
Location:
Remote
IR35 Status:
Outside
Remote Status:
Remote
Industry:
IT
Seniority Level:
Senior