Senior IPCC Support Engineer

Assist to maintain Genesys Call Center Technical Setup to ensure the stable running operation and support configuration request to support operator business requirement.

Principal Duties And Responsibilities

• Identifies operational problems by observing and studying system functioning and performance results; investigating complaints and suggestions; completing troubleshooting procedures.
• Develop small shell scripts to automate reoccurring tasks, and to monitor the transactions and services performance.
• Improves operational quality results by studying, evaluating, and recommending process re-design; implementing changes; contributing information and opinion to unit design and modification teams.
• Provides operational management information by collecting, analyzing, and summarizing operating and engineering data and trends.
• Support in project related tasks and plans to achieve targets and marketing requirements.
• Work on upgrades and patches implementation for IPCC platforms
• Implement configuration changes on UNIX based systems.
• Run traces and analysis on different platforms and troubleshoot different types of reported incidents and issues.
• Strong knowledge on ITIL and follow incident & problem and change management process.
• Strong knowledge on core CS1K & communication manager & SBC and SMGR.
• Strong knowledge on contact Centre solution.
• Strong Knowledge on Omni channels & social media.
• Strong knowledge on Work force optimization system.
• Strong knowledge on Work force management system.
• knowledge on Predicative outreach manger system.
• Knowledge on eLearning and Quality monitoring system.
• knowledge on Verint Knowledge management system.
• Knowledge on Cisco expressways and meeting servers.
• Some knowledge on customer journey.
• Some knowledge on IVR java VXML development.
• Some Knowledge on chatbot and social listening.
• Strong knowledge on Experience portal system.
• Strong knowledge on multichannel channels

Education And Qualification

• First degree in Tele/communication, Electronics or Computer Science or equivalent in relevant discipline.
• 5 Years of Experience in contact canter Enterprise solutions operation at telecom domain and able to support projects.
• IP Contact Center Enterprise operation Specialist Certification is preferred
• IP Contact Center Enterprise Implementation Specialist Certification is preferred
• Strong Computer knowledge and UNIX, Linux use for administration and shell scripting.
• Good knowledge in IP Network, TCP/IP protocol and related troubleshooting tools etc.

Experience

• 7 Years of Experience

Special Skills

• Independent problem solver, self-driven and possess great tact
• Pleasant personality, excellent communications and presentation skills
• Enjoys new challenges and interest in technologies and services
• Good command of spoken and written English
• Ability to work under pressure and flexible, willing extend working hours to exceptionally complete projects
• Ability to work in a team, professionally and personally with different reporting schemes
• Effective time management