Omni Channel Production Control

Company: Horizontal Talent
Location: Basking Ridge
Posted on: August 5, 2022

Job Description:

Roles and Responsibilities (Not limited to)

• SME Level Expertise , Product level knowledge
• Innovation mindset
• Provide support for P1 and P2 issues
• Communication and Outage Management
• Work with SMEs and Developers to identify and fix the issues identified in P1 and P2 tickets
• Work with L2 resources to get the RCA for P1 and P2 issues
• Update KT for any new Issues and set up process to proactive alert and fix for issues
• Mentor L1 and L2 team for any issues that they need help and guidance
• Identify any potential issues in platform and propose the fix/solution with team.
• Monitor the Changes scheduled and look for any potential impact which could be caused.
• Ready to acknowledge and jump on Issues/escalations
• Clean and Effective Communication (Verbal/Written)Genesys Skills Set Required (Good Understanding and Troubleshooting Skills set)
  • Genesys Framework (Candidate should have good knowledge in all layers)
  • SIP Based Voice Solution
  • Orchestration Server and Universal Routing Server (Candidate should understand and troubleshoot ORS logs)
  • Rules Engine and GRAT (Functionality and Architecture)
  • Genesys Outbound Solution
  • Chat, Callback (GMS Based)
  • WWE/WDE
  • Basic understanding of Linux Commands
  • Good to Know below application
  • Email, SMS
  • Splunk Tool
  • AudioCodes SBC and Hard phones
  • SQL Database/Infomart QueriesExperience:
    • 5+ years experience in the following SIP Based Voice Solution, Orchestration Server and Universal Routing Server , WWE/WDETop Requirements:
      • 3-5 years experience in the following SIP Based Voice Solution, Orchestration Server and Universal Routing Server , WWE/WDETeam and Team size:
        • these resources are part of one team who support production control

Keywords: Horizontal Talent, Newark , Omni Channel Production Control, Professions , Basking Ridge, New Jersey