TATA Consultancy Services
Location: Bethpage,NY, USA
HiGreetings From TCS, Hope you are doing great !!I If you re interested contact me with below information Role: GENESYS / UCCE L2 Technical Support Engineer AND CCIS L3 GENESYS TechnologistLocation: Bethpage, NY Duration: Full TimeJob description: Genesys Voice Platform (GVP) Genesys Universal Routing Service (URS) Genesys Interaction routing designer (IRD) Genesys Resource manager (RM) Genesys IVR and MCP media servers(VPMCP & MSMCP) Cisco Unified Contact Center Enterprise (UCCE) Cisco Voice Portal (CVP) / Cisco VXML Call Studio Cisco Unified Communications Manager (UCM) Cisco Unified Intelligent Contact Management (ICM) Cisco CUBE integration/SIP integrations Cisco Finesse Desktop Edition Genesys Technical and Support Function Genesys working experience on the Genesys suite of call routing components and applications. Comfortable engaging in real-time triage conference calls to troubleshoot complex contact center routing and IVR issues. Windows and Linux troubleshooting. And a solid foundation of computer and network fundamentals are required for this role IVR support, analysis and troubleshooting Ability to trace the logs on any device Verint Enterprise Call recording Exposure to SIP, CTI, and gateways (SBC) Strong problem solving and diagnostic skills are essential to success for this position Oracle SQL or Microsoft SQL Genesys CTI call routing solution on premise platform On-call rotation is required which will include weekends, nights and holidays. Qualified applicant should have a minimum of 5-8 years experience in contact center telecommunications Ability to communicate clearly both verbally and written to multiple tiers of management. Contact Center Support Engineer position which handles level 2 break fix incidents, contact center deployments, application upgrades and service transformation initiatives for Optimum, Suddenlink and all BPO sites for Altice USA (Sales, Customer Service, Field Service, Billing and Collection, Product and Marketing) AND 1. Genesys Contact Centre GA, GAX2. Genesys URS/IRD3. Genesys GVP4. VOIP and SIP integrations Genesys Contact Center Administration Experience in working Genesys IRD scripting. Experience in working with Genesys Administrations GA and GAX Experience in reading and analyzing Genesys logs Experience with Genesys Inbound, Outbound Contact Server Knowledge in Telecom SIP architecture, design and CUBE gateway Knowledge of Routing and CTI integration/workspace desktop edition Knowledge in Verint call recording servers Knowledge in AudioCodec TDM/SBC s Design, develop and implement Genesys Contact Center platform including routing, reporting, GVP and GA Assist with migration from Genesys voice Platform (GVP) to CISCO Voice platform (CVP) Working with IVR development team to get the required Call routing. Integration to 3rd party contact center and data systems Provide Level 3 Troubleshooting and support Interfacing with technical and business staff of customers following project implementation, including the project sponsor and stakeholders towards more complex future engagements Implementation - perform engagement activities as Install, configure and test hardware and applications based on design specification, client environment and solution topology. Consider platform interoperability, equipment/OS upgrades and updates to meet agreed upon hardware standards and manufacturer/Altice standard methodologies.