System Administrator Genesys Cloud

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.