About Infosys:
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 50 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Short Description:
If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.
1. Roles and Responsibilities:
- Design and Development of Genesys Contact Center program with Experience in Genesys Engage
- Implementation of Omni Channel Genesys Contact Centers
- Configuration and Integration of Genesys WFM and Voice recordings.
- Participate in business and system requirements sessions.
- Prioritizing and escalating with Manager on duty (MOD) to ensure timely resolution
- Managing and documenting knowledge artifacts.
- Perform route cause analysis of repeated incidents and come up solutions that help in preventing such incidents
- Maintain the appropriate execution of all defect correction, release management activities and other related changes aligned to operational readiness and consistency in services.
2. Skills /Competencies:
a. Essential Skills
- Strong knowledge and installation experience on Genesys Platform 9.x CIM and components related to Voice and eservices.
- Must have experience in 2-4 Genesys transformation projects.
- Must have knowledge on Contact center DR, security & GDPR.
- Good experience is developing of voice call flows, email flows and ability to troubleshoot the daily call center issues.
- Hands on experience using Genesys Composer, CME, GA, GAX, Knowledge manager.
- Hands on experience in implementing components like SIP Server, T-Server, Config Server, URS, ORS etc.
- Good understanding of reporting (real time and historical), recording & Genesys WFM.
- Understanding and working experience on queuing, routing and CTI Agent desktop components such as iWS/WDE
- Degree/Degree in IT / Computer Science / related discipline.
b. Additional Skills
- Work in a Global delivery environment
- Excellent Analytical and troubleshooting skill.
- Excellent in Verbal, written communication.
- Willingness and flexibility to learn new technologies scale up quickly and adapt to different roles as the situation demands.
- Ability to work independently, within general guidelines or best practices and manage complex technical solutions.
Infosys is an equal opportunity employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender or other attribute covered by equal opportunity legislation.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors. In the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
