Technical Analyst-Genesys Admin

 Location: IN - Bangalore 24/7 | Job-ID: 216137 | Contract type: Standard | Business Unit: IT Consulting

Life on the Team

We are seeking a highly skilled and experienced Senior Genesys Administrator to join our dynamic IT team. The ideal candidate will be responsible for the administration, configuration, and maintenance of our Genesys contact centre platform. This role requires a deep understanding of Genesys solutions, excellent problem-solving skills, and the ability to work collaboratively with cross-functional teams to ensure the optimal performance of our customer service operations.

What you will do

Administration and Maintenance:

Oversee the daily operations of the Genesys platform, including system configuration, monitoring, and troubleshooting.

• System Upgrades and Patching: Plan and execute system upgrades, patches, and enhancements to ensure the platform remains up-to-date and secure.

• Performance Optimization: Analyse system performance and implement improvements to enhance efficiency and reliability.

• User Support and Training: Provide technical support and training to end-users and other IT staff on Genesys functionalities and best practices.

• Integration Management: Manage integrations with other systems and applications, ensuring seamless data flow and interoperability.

• Incident Management: Respond to and resolve system incidents and outages, conducting root cause analysis and implementing preventive measures.

 • Documentation: Maintain comprehensive documentation of system configurations, processes, and procedures.

• Compliance and Security: Ensure the Genesys platform complies with industry standards and security policies.

 • Customer Onboarding: Support the onboarding of new customers, ensuring a smooth and efficient transition onto the Genesys platform.

 • Innovation Improvements: Drive innovation by identifying and implementing improvements to the Genesys platform and related processes.

What you'll need 

Qualifications:

• Education: Bachelor’s degree in computer science, Information Technology, or a related field.

• Experience: Minimum of 4 to 6 years of experience in administering Genesys or other contact centre solutions.

• Technical Skills: Proficiency in Genesys Cloud, Cloud solutions; knowledge of SIP, VoIP, and telephony systems; experience with SQL and scripting languages.

• Certifications: Genesys Certified Professional (GCP) or equivalent certification preferred. 

• Soft Skills: Strong analytical and problem-solving abilities; excellent communication and interpersonal skills; ability to work independently and as part of a team. Preferred      

• Experience with cloud-based contact centre solutions.

 • Familiarity with ITIL processes and best practices.

 • Experience in a customer service or call centre environment.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.