Responsibilities :

- Creation and modification of call flows, queues, people, roles, permissions, sites, and locations within Genesys Cloud platform

- Work with management and stakeholders to determine requirements for new requests.

- Create and modify Architect call flows.

- Create and update User Accounts for contact centre systems such as Free voice, Genesys, etc.

- Support end users with contact centre needs including desktop software support and hardware support.

- Manage trouble tickets according to company established SLAs.

- Work with contact centre related vendors to resolve issues.

- Track and manage contact centre assets.

- Assist with optimizing existing processes.

- Mentoring other support personnel on hardware and software problem analysis and resolution

Core Competencies :

- Experience and/or working knowledge of Genesys Cloud platform.

- Genesys Cloud Certification (preferred)

- Experience and/or working knowledge of APIs.

- Superior analytical, troubleshooting, and problem-solving abilities

- Basic programming skills with strong understanding of logic and data types

- Understanding of WebRTC and SIP

- Basic end user network trouble shooting

- Basic knowledge of Wireshark

- Desktop support experience

- Ability to work successfully in a fast-paced, high-pressure environment.

- Demonstrated ability to prioritize tasks and manage time wisely.

- Ability to work independently, analyses data, and recommend appropriate actions with minimal supervision.

- Resolution oriented with the ability to work in a team environment.

- Excellent written and oral communication and customer service skills

- Good Documentation skills

- Ability to communicate effectively verbally as well as written