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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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