Genesys L2 Support

hace 2 semanas

Miguel Hidalgo, México HCLTech A tiempo completo

HCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

Why Us

- We offer End-to-end digital transformation expertise that helps clients from strategy through execution.
- We work with the biggest brands, offering the opportunity to be a part of industry-leading work We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark
- We offer freedom and flexibility on the job, empowering our employees to make decisions
- We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities
- We offer the opportunity to work with colleagues across the globe
- We offer comprehensive benefits for all employees
- We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect

Genesys L2 Support

Summary

The L2 Support Engineer will be responsible for providing second-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure optimal performance and availability of the contact center systems.

Key Responsibilities:

- Provide L2 support for Genesys Contact Center components including routing, reporting, and voice infrastructure.
- Monitor system health and proactively identify and resolve issues.
- Troubleshoot incidents related to Genesys Engage/Cloud, SIP Server, GVP, Workspace, and other modules.
- Collaborate with L1 support and escalate unresolved issues to L3 or vendor support.
- Perform root cause analysis and implement preventive measures.
- Document incidents, resolutions, and standard operating procedures.
- Participate in change management and deployment activities.
- Ensure compliance with SLAs and internal quality standards.

Required Skills & Experience:

- Minimum 5 years of experience in Genesys Contact Center support.
- Strong understanding of Genesys architecture and components.
- Experience with Genesys Engage or Genesys Cloud platforms.
- Familiarity with SIP, VoIP, and telephony protocols.
- Proficiency in troubleshooting tools and techniques.
- Knowledge of ITIL processes and incident management.
- Excellent communication and documentation skills.

Preferred Qualifications:

- Genesys certifications (e.g., GCP, GCA).
- Experience with CRM, IVR, CTI integrations.
- Scripting knowledge (e.g., Routing Strategy, JavaScript).
- Exposure to cloud platforms (AWS, Azure).

What we offer

- 12 vacation days
- Meal Support
- Saving Fund
- Multinational colleagues & projects
- Health & Life insurance for you and your family
- 30 days Christmas bonus

For latest updates, follow our page: https://www.linkedin.com/showcase/hcltech-mexico/

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