Sr Administrator (Support & Operations)

Job Summary

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Skill Requirements

The L2 Support Engineer will be responsible for providing second level technical support for the Genesys Contact Center platform. This role involves troubleshooting incident resolution and collaboration with cross functional teams to ensure optimal performance and availability of the contact center systems.

Key Responsibilities:

Provide L2 support for Genesys Contact Center components including routing reporting and voice infrastructure.

Monitor system health and proactively identify and resolve issues.

Troubleshoot incidents related to Genesys Engage Cloud SIP Server GVP Workspace and other modules.

Collaborate with L1 support and escalate unresolved issues to L3 or vendor support.

Perform root cause analysis and implement preventive measures.

Document incidents resolutions and standard operating procedures.

Participate in change management and deployment activities.

Ensure compliance with SLAs and internal quality standards.

Required Skills and Experience:

Minimum 5 years of experience in Genesys Contact Center support.

Strong understanding of Genesys architecture and components.

Experience with Genesys Engage or Genesys Cloud platforms.

Familiarity with SIP VoIP and telephony protocols.

Proficiency in troubleshooting tools and techniques.

Knowledge of ITIL processes and incident management.

Excellent communication and documentation skills.

Preferred Qualifications:

Genesys certifications such as GCP GCA.

Other Requirements

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