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
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