IT Genesys Specialist

About The Job
IT Genesys Specialist will provide L1/L2 Genesys applications support by perform monitoring and create objects in Genesys systems as per business requests. Troubleshoots, diagnoses, and resolves problems. Understand the RCA and perform tasks to avoid the same problem in future. Cooperate with other departments in changes creations and understand business needs. Provide support and reaction time ensure the systems availability on approved KPIs and support on approved business SLA.
What You’ll Do

• Genesys applications and systems support/administration in a multi-cultured environment
• Resolution of Genesys production platform incidents
• Day-to-day cooperation with various internal departments (development, analysts, testers, other infrastructure teams)
• Handle service requests and incident tickets
• Assist Senior Genesys in configuration and development
• Assist Senior Genesys in handling service requests and incidents
• Provide guidance to junior engineers (B2)
  

What You Need To Have

• Minimum 3 years' experience
• Previous experience working as a Genesys engineer or
• specialist
• Working knowledge and experience with Genesys
• contact center solution and framework (PureEngage,
• Routing, Reporting, Outbound and Inbound,
• Interaction Designer, Workspace Desktop Edition, and
• Genesys Voice Platform, E-Services etc,)
• Working experience in call recording solutions such as
• Genesys Interaction Recording (GIR) and SpeechMiner
• Working knowledge of VoIP and SIP protocols
• Capable with SIP flow and log analysis preferably from in-house digital marketing teams, tech startups, and the like.
  

What Can Set You Apart

• Genesys eServices/Omnichannel
• (Email/Chat/Social Media)
• Genesys Infomart (GIM) and SQL
• Genesys Knowledge Manager and Composer
• Linux and Networking skills
• Advance troubleshooting skills
• ITIL
  

Job Perks You'll Enjoy

• Permanent dayshift schedule
• Hybrid Work Set Up
• Up to 50% variable performance-based bonus
• HMO on Day 1 and HMO dependents coverage including same-sex partners
• Access to mental health and wellness partners
• Wellness Leaves and Birthday Leave
• Internal career mobility options
• Local and international learning opportunities
  

Empower Filipinos with innovative financial solutions at Home Credit Philippines. Click Apply Now and join a company where there are #NoSmallRoles and everyone is important.
At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.
We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.
When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.
Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.

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