IT Voice Administrator

• Day to day support and maintenance of Genesys PureCloud Solutions
• Migration and implementation of Genesys PureCloud Solution
• Monitor project progress and adjust as necessary to ensure successful project delivery.
• Creation of Documentation and Knowledge base
• Responsible for managing incident and service requests
• Manage and coordinate team activities, working closely with different support groups.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
• Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.

Qualification

• Hands on experience on troubleshooting Genesys PureCloud solutions
• Experience on migration and implementation of Genesys PureCloud
• Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Good knowledge on Gateway configuration and Genesys SIP Trucking and Dial
  Plans.
• Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
• Can explain the issue clearly to the Vendor and provide necessary information
  correctly if the Vendors need it
• Knowledge on network routing ,VOIP Protocols, SIP Responses, Handshake communication etc.

W