Principal Genesys Executive
Home Credit India
Total years of experience :12 years, 11 Months
Genesys Key Skills:-
Framework: - Design, implementation and support functions on Genesys Framework applications.
Outbound : - Design, Implementation and support functions an Inbound & outbound dialing solutions.
Routing : - Developed object based routing solutions that deliver skills and agent based routing using business data.
Accountability of daily checklist for Genesys platform and highlight & Pro-actively monitor Genesys platform and act based on alarm condition.
End to end configuration for inbound and outbound business environments.
Day to day Operation activities and change over along with process optimization with business understanding.
Expertise includes Solutions Designing, Handling and Installations with Support and Services of Voice based Contact Center Solutions.
Creating Campaigns, Calling list, Dispositions, Agent Group, Filters, and Table Access etc for any new process that is to be made live and conducting UAT (User Acceptance Test) for Dialer, Agent Desktop and Data dumps for Reporting purpose.
Deployment of Genesys Framework (7.6, 8.x) on Windows and Linux Platform.
Log review of T-Server, Message Server, URS, OCS, and Stat Server.
Accountability to regularly monitor & proactive action for the application generated events & alert.
Providing RCA (Root Cause Analysis) to Operation team, Management and Clients as and when requested also in case of down time happened.
Documentation update for latest changes and Genesys architecture.
Escalation, Coordination and Management of L2/L3 related Issues with senior team members, new development, major Customization and to ensure that we able to satisfy our clients / customer.
Owning the Genesys related issues and work on resolution and track it till closure. Need to send incident report, update the issue tracker and knowledge base for future reference.
Regular interaction with Clients, Operation Team, and Management Team to bridge the knowledge gap within the Center/Organization.
Managing the all L1 support team members and helping them for solving their problems, conducting training for new joinees.
Attending the escalation and conference calls with senior management and providing them the solution / POA for any concerns raised by team.
Roles & Responsibility:-
Provide support to customers with high degree of Customer service, quality and technical expertise. Works diligently and efficiently and provide solution within SLA.
Part of a team taking care of about approx. 1500 users and computers over LAN/Domain environment.
Accountable for installation, configuration & troubleshooting of Operating Systems, Applications & Service Packs etc.
Worked on Network Operating Systems like Windows server 2K3, & 2K8 & Linux.
Leading team, taking meeting and sharing MOM to senior management.
Good knowledge of Domain and workgroup environments policy.
Timely Data Backup and Data purging on the SQL Database as and when required.
Knowledge of DNS, DHCP, Active Directory, IIS application & file & print server.
Knowledge of firewall security and proxy.
Good knowledge of Internet and Intranet.
Up-gradation of window applications and client’s URLs support applications as well.
❖ Completed MBA from Sikkim Manipal University with Distance Education.
❖ Completed Graduation from Delhi University. ❖ 12th passed out from Uttarakhand Board in 2007.