Genesys Framework and Architecture: Deep understanding of the Genesys Framework and its architectural components.\\r\\n SIP Protocols: Proficiency in SIP protocols and their application in Genesys environments.\\r\\n Reporting Components: Experience with reporting tools such as CCPulse / Pulse, ICON, Infomart, and CXInsights.\\r\\n Troubleshooting: Expertise in troubleshooting issues within the Genesys infrastructure.\\r\\n Call-Flow Design: Design and implement call-flows using Architect, Script, Data Actions, and Data Table.\\r\\n Integration: Efficient integration with Salesforce, Genesys APIs, PCI PAL, and GenAI.\\r\\n Genesys Cloud Components: Knowledge of Genesys Cloud components like Google CCAI chat bot and predictive engagement.\\r\\n Session Border Controller (SBC) Management: Proficient in managing SBCs.\\r\\n Trunks and Protocols: Handling of Trunks, E1/T1 (CAS, CCS), SIP, and other related protocols.\\r\\n Gateway Protocols: Familiarity with gateway protocols such as SIP and MGCP.\\r\\n ITIL Knowledge: Strong understanding of ITIL practices including Incident, Change, and Configuration Management.\\r\\n (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.