Genesis-Call Center Application Admin

Roles and Responsibilities 

·        Provide level 2 (operational) support for incidents 

·        Focus on all aspect related to applications & systems administration 

·        Administer and maintenance of systems: Genesys Contact Center ACME-Pocket Session Border Controller  - Voice Gateway 

NICE Recording system 

·        Resolve incidents submitted by users of applications 

·        Working closely with developers and other team members. 

·        Direct cooperation with the Customer employees (IT and Business users in Polish language) 

·        Contribute to all phases of the software lifecycle development with focus on production operations 

·        Ensure proper communication and quick resolution as a crisis manager. 

·        Perform troubleshooting, RCA and Post Failure Reports for Major Incidents 

·        Follow quality / security guidelines according to contract. 

·        Proactivity and Independent when performing trend analysis, bottle neck diagnostics and performance tuning. 

·        Identify top few priority incidents and work with respective teams/individual to minimize the number of incidents, 

Preferred Skills             

·        Genesys SIP 

·        Genesys iWD 8 

·        Genesys Framework Installation and Configuration 

·        Genesys Advanced Routing Strategies 

·      ·        General: Oracle DB, Oracle WebLogic, LAN network troubleshooting/debugging, etc