Genesys- Network ops @ NCR Corporation

Job Description

PRIMARY RESONSIBILITIES

• Provide first-level technical support for IP telephony systems (Genesys and Cisco Cloud)
• Troubleshoot and resolve issues related to Genesys and Cisco Cloud platforms.
• Assist end-users with configuring and utilizing telephony features.
• Document and escalate complex issues to higher-level support as necessary.
• Collaborate with L2/L3 teams to ensure timely support and issue resolution.
• Stay informed about industry trends and updates related to IP telephony technologies.
• Collaborate with vendors for issue resolution and system enhancements.
• Conduct training sessions for end-users on telephony features.
• Team works on 24x5 basis. Team members are required to work in rotational shifts and observe a 5-day working week.

SKILLS AND UALIFICATIONS

Technical Skills:

• Hands-on experience with Genesys and Cisco Cloud platforms.
• Strong understanding of IP telephony protocols and technologies.
• Familiarity with VoIP, SIP, and other telephony protocols.
• Effective communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Detail-oriented with a commitment to delivering high-quality support

.

Educational Background:

• IT Graduates preferred,
• Minimum requirement 10+2 will be considered if they have additional certifications/diploma in IP Telephony/Genesys/Cisco Cloud

Certifications

• CompTIA Network+
• Cisco Certified Entry Networking Technician (CCENT) /CCNA

Experience:

• Minimum 1 year experience in L1 IP telephony Support role

Soft Skills:

• Strong work ethics and ability to thrive in a fast-paced environment.
• Good email communication skills.
• Willingness to participate in ongoing training and professional development.

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Keyskills:   genesys IVR Cloud Genesys Framework Genesys Ivr Cloud Telephony