Consultant

**Job Description**:
Consultant

**Job Summary**:

- **Location**: Sao Paulo
- **Project role**: Consultant
- **Qualification**: B-Tech
- **Experience**: 4.5-8 Years
- **Skills**: Network Voice
- **No. of positions**: 1
**Genesys PureConnect CC Job Description

Certifications:
GCA(mandatory)
GCP(Core),FWK 8-FND, FRR85-ADM

Skills required
5-8 years of experience in Genesys PureConnect Development / Implementation
Experience in Genesys PureConnect Interactive Intelligence components
Hands-on experience in implementing end-to-end Genesys Software
Experience in integration with CUCM with Genesys pure connect cloud environment
Experience using Interaction Administrator for MAC activity
Experience providing support to 2nd level trouble ticket
Experience in Genesys PureConnect Infrastructure (including PureConnect IC, Media Server, Reporting, WFM, Dialer, PureConnect ISR/TTS, Interaction Feedback, Interaction Analyzer).
Experience in leveraging Genesys PureConnect solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
Experience in Genesys upgrade activities
Technical exposure to Genesys PureConnect contact center and overall customer service area.

Amazon Connect CC Job Description

Knowledge of Amazon Connect Contact Center Architecture.
Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.
Experience with Amazon Lex, Lambda function and IAM
Cloud watch logs analysis

Person to have good debugging and analytical skills where the primary objective would be resolutions of the critical environmental issues. Must be able to explain technical detail and provide guidance to internal stakeholders.
Good Knowledge of SIP protocol.
Hands on experience on multimedia setup (Inbound and Chat) environment.
Good knowledge in Database such as SQL, Oracle, MySQL etc.
Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.
Strong exposure on CTI development, Agent Softphone
Should have knowledge on JAVA/.Net technology.

Soft Skills requirements
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Good working knowledge of MS OFFICE (Including MS Project and Visio)
Should have good customer handling skills

Roles & Responsibilities
Resolving incident cases.
Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
Incident tracking to ensure continuity across shifts.
Vendor management with PSTN Service provide, OEM for resolution of tickets.
Coordination of communication bridges during major outages
Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
Adhering to defined SLAs
Handling tickets / requests
Troubleshooting technical issues
Ensuring that defined processes are adhered to
Report regularly concerning key counters and measures of the voice network through health checks

Certifications:
GCS
AWS SA
- To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations orL3 level support and doing incident and problem management
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolut