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Genesys Production Support Executive Location Austin, TX / Sunnyvale, CA Position Job Purpose: Support Genesys Production systems. Involved in troubleshooting, maintenance, configuration and installation of Genesys Components Job Duties:
- Troubleshoot production incidents in Genesys Voice (Inbound/Outbound), Email & Chat based on priority and work to towards resolution
- Install and upgrade Genesys components in production environment
- Configure options and applications in Genesys CME
- Identify the impacts for Genesys applications for infrastructure changes and prepare/execute mitigation plans.
- Perform validation & verification for environment/infrastructure related changes
- Co-ordinate with other regional teams offshore (India)/SGP teams to resolve application issues
- Take part in ticket review discussions with Business stakeholders
- Take part in discussions with development & operations teams on system improvement and stability of the components
- Identify system performance bottlenecks and raise recommendations to application development teams
- Look for process improvements in the support process and raise process improvement proposals.
- Take part in Knowledge sharing sessions from development/offshore teams
- Extend on-call support during weekends. During this time, attend critical issues and any change requests.
- Exposure to WFM tools like Aspect and call recording tools would be a plus