- Required Certification- AWS DEP, or GCP Global Deployment Services
- The Global Deployment Services team is organized into data center, routing and switching, WLAN, IPT, Security, and Contact Center sub-teams, responsible for installation, testing, troubleshooting, upgrading, and administering multiple vendor systems.
- Ensure quality customer service providing support to a varied user community.
- Certification requirements: · GCA (Mandatory) · ITIL Foundation (Preferred)
- Good understanding of SIP Protocols, Genesys Framework and Architecture
- Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
- Good troubleshooting experience in Genesys infrastructure.
- Good understanding of the following Genesys Products · Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.
- Gateway protocols: SIP and MGCP
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