Call Centre

Education requirements Any Graduate; Bachelor's degree in IT or related field is preferred Years of Experience 6-9 Years in Genesys Contact Center Level 3 Support Good working knowledge of MS OFFICE (Including MS Project and Visio) ITIL Foundation (Preferred) Should be Hands on in Genesys Cloud enablement, configuration, and support. Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc. Participate and lead ongoing technology research and strategic planning for contact center services Resource should be flexible for working in NA Shift Projects as well. Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed. Incident tracking to ensure continuity across shifts. Report regularly concerning key counters and measures of the voice network through health checks