Maintain Genesys and Avaya applications in working order,
Anticipate and avoid failures as far as possible,
Add, Change, Delete phone extension and user configurations in Avaya, Genesys and Verint as needed.
Resolve login issues and other issues faced by users
Participate in any local Telecom / Genesys projects.
Will be required to perform other related duties as required and/or assigned
Requirements (Must Have)
Requires a minimum of 5 years of relevant experience in a Call Center environment using Genesys call center applications with Avaya phone switches.
Must be familiar with Genesys application version 8.0, Avaya Call Routing and Avaya Vectoring. Particularly Genesys Administrator, Configuration Manager, Solution control Interface, CC Analyzer and Hyperion Reporting environment, Avaya Site Administration tool, CMS Supervisor, One-X communicator.
Genesys Multimedia applications such as Interaction Server, Contact Server, Email Server, Chat Server, Genesys Communication Server for Siebel
Exposure to Avaya EMC applications
Verint Call Recording and WFM applications
Integration to SalesForce.Com and other CRM systems