Consultant - Genesys IVR Services | Networking & Communication Expert

 

Consultant - Services (Genesys Software Expert) - Pune

Are you an expert in **Genesys IVR and networking solutions**? Join us as a **Consultant - Services** in **Pune, India**, where you will provide **technical support**, **issue resolution**, and **knowledge management** for **Genesys software tools**.

Job Responsibilities

• Provide **support for escalations** and conduct **root cause analysis**.
• Resolve **technical tickets** within **SLA timelines**.
• Ensure adherence to **quality standards, regulatory requirements, and company policies**.
• Perform **value-adding activities** such as updating **Knowledge Base** and **training freshers**.
• Enhance customer experience through **First Call Resolution (FCR)** and **minimum rejected resolutions**.

Required Qualifications

• **Bachelor’s degree (B.Tech)** in **Computer Science, Networking, or a related field**.
• 2.5 - 5 years of experience in **Genesys IVR, Networking, and Technical Support**.
• Strong knowledge of **Genesys software tools and troubleshooting techniques**.
• Ability to work within **SLAs and customer satisfaction (CSAT) targets**.
• Excellent **problem-solving and analytical skills**.

Preferred Skills

• Experience in **customer support and IT service management**.
• Knowledge of **Genesys communication platforms and integrations**.
• Proficiency in **networking and VoIP technologies**.

Why Join Us?

• Opportunity to work with **cutting-edge networking and communication tools**.
• Join a **dynamic IT services team** in **Pune, India**.
• Excellent **career growth opportunities** and **learning support**.

Equal Opportunity Employer

We are an **equal opportunity employer**, committed to fostering a diverse and inclusive workplace.

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