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System Administrator Genesys Cloud

System Administrator Genesys Cloud

Acquism SARLEindhoven Area, Netherlands
8 dagen geleden
Functieomschrijving

Fully Remote and work city is Eindhoven, Netherlands - Remote ONLY FROM NETHERLANDS

Required local language and English is mandatory language.

Role Description :

English is mandatory language. Support of Inbound call queues.

  • Create new knowledge base article wherever required.
  • Coordination with Vendor and Service provider
  • Provide support based on Incident, Service Task, Problem Task and Change Task management of Genesys Pure Cloud
  • Perform Root Cause Analysis on incident tickets.
  • Make preventative action recommendations and perform Problem Management.
  • Support and administration of GENESYS PureCloud that includes Move, Add, Change and delete activity.
  • Addition and deletion on User's, Queues, Skills, calling related issue for Inbound Outbound ,Issues on existing Inbound call flows.
  • Addition and changes of new schedules / call routing as per the business requirement.
  • Development, integration and Testing of the TASK and Service Request.
  • Adhoc minor tasks on GENESYS Pure Cloud, i.e. modify queue, create small / noncomplex queue.
  • Add / remove DID numbers.
  • Architect - IVR call flow, Complex Call flow changes, Call flow merging, Call flow termination,Call flow inter-routing.
  • Migration IVR call flow stuff from Cisco to Genesys include (BYOC) setup.
  • CRM CTI Integration (Salesforce Integration) setup and troubleshooting.
  • IVR call flow Scripting configuration & Script debugging!
  • IVR call flow API configuration, integration, and troubleshooting.
  • SIP Trunk integration setup and parameters from Edge to SBC and Edge troubleshooting, capturing, and analysing edge logs.
  • Outbound campaign dialling setup and call flow troubleshooting.
  • New complex IVR call flow design that include data table and data action integration.
  • Building complex IVR call flows and complex Genesys other stuff
  • Having the good experience to managing the end users experience.
  • Having the good experience to manage the big customer experience.
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System Administrator • Eindhoven Area, Netherlands