Role Title

Application Support Specialist – L2 Genesys

Department

Assisted Care

Payroll

Jio Platforms Limited full time with all company benefits

Location

Currently WFH. Once Lockdown lifted location will be Jio Head office at RCP, Navi Mumbai

Work Hours

45 Hours a week (9 x5), Rotational shift model

Role Purpose & Summary

Engaged in maintaining software which operates in hardware and telecom environments.

Roles involves providing L2 level support for Genesys Outbound/Inbound and/or Eservices email & chat platform.

The candidate will also be required to provide mentoring, training, and support for the technical team.

Candidates with core support experience are desired.

Operational support will be for Jio captive contact center Genesys Infra (8000 voice advisors, 1000 email/chat and IVR)

Key Responsibilities

• Interact with Business Teams for day to day service requests and medium/low priority issues. Tech ticket closure for application/backend related requests/issues. (30% - Independent)
• Ensuring prompt response to production issues. Troubleshooting and prompt escalations to higher tiers on production issues along with other TOPS team. (20% - Independent)
• Creating and maintaining process documents/ Inventory/ records of changes and problem tickets raised with OEM/delivery team. (10% - Joint)
• Monitoring application logs. Monitoring alarms/errors on the various modules of application. Following with developers and backend teams and ensuring closures. (20% - Independent)
• Ensuring adherence to incident and system security management procedures and policies. Quality incident and SR closures and compliance to IT security. (10% - Independent)
• English communication skills and email etiquettes. Well versed with team work culture. (10% - Independent)

Qualification

BE/Btech/MCA with preferably professional certificates in IT.

L2 – should be Genesys Certified (Intermediate or advanced) – Not mandatory

Bcom/Arts stream candidates are not preferred

Experience

• 5-8 years of experience in Contact center industry.
• Minimum 4 years of hands-on experience on outbound dialler platform (Genesys) both for IVR blaster or agent based.
• Or minimum 4 years’ experience in handling support Inbound voice process on Genesys platform.
• Or minimum 4 years’ experience in handling support for Genesys eServices email/chat platform.
• Hands on experience to provision and monitor the campaigns using Genesys Administrator, examinations of proactive content, managing the calling lists, trace outbound interactions and detect call progress.
• Perform Incident handling and provide RCA’s for issues impacting operations by way of log analysis.
• Have experience to read application logs.
• Should be able to coordinate with TAC for any L4 / PE support with necessary logs or configuration details.
• Prior experience with Enterprise type accounts (L2 support).
• Also required understanding of voice network technologies and products. Exposure to Database and Windows/ Unix /Linux is desirable.
• Industries – Contact center, BFSI, Telecom or from Genesys Partners (Moksha, Smartconnect, CSInfocomm).
• Reference companies- where Genesys is deployed.

Skill sets may cover the following

• Contact Centre telephony systems
• IP Voice (SIP)
• VXML/JAVA/DOTNET
• Genesys IVR and Routing Strategy Development
• IVR Configuration, Deployment and VXML IVR Application Development
• Java and/or .NET development
• Reporting - including the use of Business Objects for presentation layer development
• Database (MS SQL and Oracle)
• IP Networking
• Security
• System Architecture and Integration
• Web Based solutions such as Chat
• Email Solutions
• Message Queues, Web Services
• Desktop Client Integration

Technical Skills

• Knowledge and experience of telecom technologies and products. (Essential)
• Genesys Certified (Intermediate or Advanced) (Preferred)
• Ability to support L2 level troubleshooting on Genesys Blaster, Inbound, Outbound or eservices or from equivalent platform (Essential)
• Technical documentation & planning for change implementation. (Essential)
• Knowledge and experience (VOIP protocols, Optimising database queries, Java script,) (Desirable)
• ITIL Certified (Desirable)

Behavioral Skills

• Teamwork (Primary)
• Communication Skills (Primary)
• Problem solving and Analytical skills (Primary)
• Flexibility / shift work (Primary)
• Planning and Organizing (Primary)
• Leadership (Secondary)
• Initiative (Primary)

Key Measures of Success

• Contact center support specialist
• Ability to quickly understand client requirement and providing viable solutions. Should be a sharp shooter and understand the logs for analyzing any issues for resolution.
• Process Orientation
• Ensure properly documented plans and check list for implementing changes in production environment.
• Quality of build/deployment
• Ability to implement system features to increase the effectiveness of the system and to reduce production issues.