Lead - Customer Interaction Suite

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

About The Role

A Technical position that acts as a technical Level2 expert for Genesys Cloud Contact Center solution deployment. Requires strong knowledge and understanding of Genesys Cloud architecture, Applications, infrastructure, Systems design and Integrations. Responsible for Implementation of the requirements and supporting customer at different stages during the customer service life cycle.

Key Responsibilities

• Deployment / Configuration of Genesys Cloud contact center based on the low-level design
• Create test plan as per Business requirement and validate all functionalities
• Provide Training to End users (Agents / Supervisors / Admin)
• Identify and resolve issues observed during deployment and testing phase.
• Interact with OEM / CFT for issue resolutions.
  
  

Major Duties & Responsibilities

• Strong passion for learning and teaching others
• Outgoing personality.
• Motivated and self-starting.
• Ability to think creatively and come up with proactive ideas.
• Strong problem-solving skills
• Must be able to communicate effectively and in a constructive manner with customers, management, peers and co-workers.
  
  

Key Qualification & Experience

• Bachelor's Degree in Telecommunications, Engineering, Computer Science, or equivalent experience.
• Minimum of 4-7 years experience in Genesys Contact center solutions Implementation, Configuration and Support
• Strong working knowledge and hands on in Contact center technologies -Genesys Cloud.