PUNE · FULLTIME
Senior Systems Engineer - IT Service Management
Infosys BPM
Pune · onsite · Posted 13d ago
Sourced from
Undisclosed2–4 yrsfulltimePune
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Section · 01
About this role
Job Description Work experience on Genesys PureCloud voice {Contact Center}.
Work experience on call flow .
Work experience on GCV and SIP BYOC carriers.
Knowledge / Work experience of Genesys APIs
Good communication (Written and Oral).
Roles Responsibilities Work on BAUs (Incidents and Requests) of various projects located across regions as per agreed SLA.
Troubleshooting of WebRTC clients / BYOC trunks / SIP / Voice Quality and coordinate with relevant stakeholders/Vendors until the issue gets resolved.
Communicate to Lead(s)/Manager(s) about escalated/recurring issue(s) and work with the team for fix/permanent solutions.
Change Management: Implement/Configure LLD as per business requirements (Trunks/Call flows/Contact center parameters).
End user Training: Address end user queries related to various Contact Center parameters/performance reports of Genesys cloud and training requests.
Documentation: Ensure to maintain records, Project documentation, Creation / amendment of User guide/Troubleshooting guide.
Technical Requirement Work experience of AI and Automation using Genesys cloud.
Work experience of various CRM integrations like (ServiceNow, Salesforce, etc.) with Genesys cloud.
Work experience of international Contact Center clients.
Work experience of other CCaaS platforms.
Educational RequirementBE
Preferred SkillsTIG->Standard TIG
Service LineComputers Communications Division
Roles Responsibilities
Technical Requirement
Educational RequirementBE
Preferred SkillsTIG->Standard TIG
Service LineComputers Communications Division
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Section · 02
Skills
AutomationServicenowcrmTroubleshootingGenesys Cloudcontact centerapisit service managementSIPBusiness RequirementsWebrtcintegrationsChange ManagementCall FlowProject DocumentationSLAvoice qualitycloudsalesforceArtificial Intelligence
Section · Company
About Infosys BPM
Infosys BPM
BPO
12.9k+
employees
2002
24 years old
Bangalore/Bengaluru, Karnataka
India
About
Infosys BPM, the business process management subsidiary of Infosys Limited, provides end-to-end transformative Digital BPM services for global enterprises.
Industries
BPOFinancial Services
Employee ratings
12,063 reviews
3.5/ 5
Culture
3.6
Career growth
2.7
Work-life
3.5
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