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Technical Consultant

3.00 to 5.00 Years   Bangalore   18 Dec, 2020
Multi Recruit
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaApplication Programming / Maintenance
EmploymentTypeFull-time

Job Description

  • Company is looking for a Technical Consultant to provide engineering services for UK and Global Clients, with specific responsibility for deploying and supporting clients turnkey solutions provided by Company.
  • You will join the Genesys practice responsible for managing and supporting a variety of Genesys call canter platforms and projects. The team works with large blue-chip organisations with contact centres of varying size and complexities.
  • This is a customer facing role that will involve a mixture of working on customer site and company
  • Services India offices. You will be part of the team responsible for support and maintenance, troubleshooting, incident, problem and change management, and delivering small to medium scale upgrades and enhancements for the customers Genesys platform. You will be required to lead and manage small teams.
  • You will get involved in a broad range of the Genesys applications including inbound/outbound voice, multimedia, open-media, GVP, and WFM.
KEY SKILLS & EXPERIENCE
  • You will join the Genesys managed services practice responsible for managing and supporting a variety of Genesys call canter platforms and projects. The managed services team works with large blue-chip organizations with contact centers of varying sizes and complexities.
  • This is a customer-facing role that will involve a mixture of working on customer site and company India offices. You will be part of the Managed Services team responsible for support and maintenance, troubleshooting, incident, problem and change management, and delivering small to medium scale upgrades and enhancements for the customers Genesys platform.
  • You will be required to lead and manage small teams.
  • You will get involved in a broad range of Genesys applications including inbound/outbound voice, multi-media, open-media, GVP, and WFM.
  • The role involves shift work and an on-call rota for out of hours and weekend support.
Key Skills/Experience Required:
  • Education to degree level
  • 5 years experience in call centers of which at least 3 will be with Genesys
  • Genesys Framework, Routing and Reporting
  • Genesys Info Mart and Interactive Insights
  • SIP and GVP
  • Outbound solution
  • Genesys eServices
  • Genesys WFM
  • Softphone applications
  • Third party integration using GPlus adapters and custom modules
  • Genesys training and certifications
  • Familiarity with ITIL processes
  • Broad IT understanding including networking, servers, operating systems and databases
  • Excellent interpersonal and communication skills to mentor and manage teams, deliver training and workshops
  • Ability to independently work on assigned task such as resolving an incident / problem, working through the requirements for an work order.
  • Excellent written skills to compile reports and documents
  • Self-motivated and self-managed
  • Critical thinking
  • Shift Work and required to be on call as per the team rota
FORMAL EDUCATION AND TRAINING
  • Degree in engineering or related qualification / 5+ years of practical experience in a similar role
  • Experience and formal training on 2 or more of our technology partners portfolios
  • Genesys Certification is a distinct advantage
KEY COMPETENCIES AND REQUIREMENTS
  • A self-motivated team player with excellent interpersonal skills
  • An outgoing individual willing to participate as part of a small and flexible team
  • A flexible approach to working hours and work locations to support contracts throughout UK and Europe is essential
  • Ability to work effectively under pressure.
  • Excellent communication skills at all levels
  • Good organizational and time management skills

Keyskills :
communication skillschange managementcritical thinkingformscontact centerscustomer relationstime managementsalesflexible approachpl/sqlwfmroutingmanagement skillswork effectivelyoperating systemsgenesys frameworkmanaged servicesinterperso

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