Genesys Lead

About Client :

The client provides information technology (IT) services, including business outsourcing, infrastructure technology, and application services. The application service offered by the company includes application development, maintenance, and support. The markets served by the company are financial services and insurance, healthcare, manufacturing, government, transportation, communications, and consumer and retail industries.

Rate Range : $70-$80 / Hr

Location : WIlmington, DE / NY / NJ / Plano, TX / Chicago, IL / Columbus, OH / Remote

Job Description :

• Troubleshoot production incidents in Genesys Voice(Inbound / Outbound), Email & Chat based on priority and work to towards resolution
• Install and upgrade Genesys components in production environment
• Good Hands-on experience with Genesys Config / Management layers, Routing layer, GVP, SIP layer / Media layer
• Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config / management layers, routing layer, Genesys SIP, media server, and ICON / Info Mart
• Configure options and applications in Genesys CME
• Identify the impacts for Genesys applications for infrastructure changes and prepare / execute mitigation plans.
• Perform validation & verification for environment / infrastructure related changes
• Take part in discussions with development & operations teams on system improvement and stability of the components
• Identify system performance bottlenecks and raise recommendations to application development teams
• Look for process improvements in the support process and raise process improvement proposals.
• Take part in Knowledge sharing sessions from development / offshore teams
• Extend on-call support during weekends. During this time, attend critical issues and any change requests.
• Exposure to WFM tools like Aspect and call recording tools would be a plus
• Flexibility to work on different Shifts and Stretch.

Desired Skills :

Interpersonal Skills :

About ApTask :

ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer :

At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com .

Applicant Consent :

By submitting your application, you agree to ApTask's (www.aptask.com) Terms of Use and Privacy Policy , and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.

About ApTask :

ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-owned company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer :

At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com.

Applicant Consent :

By submitting your application, you agree to ApTask's (www.aptask.com) Terms of Use and Privacy Policy, and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.