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.