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Tower Lead (Support & Operations)

HCLTech·Noida

Pay not stated8–14 yrsFull-time
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About the role

We are seeking an experienced business systems senior analyst who understands the Genesys Cloud Platform for call center management. The senior analyst in this role will be the front-end support Genesys call center technology and backup for Microsoft Teams calling. They will work closely with other IT (Information Technology) teams and vendors to implement and support the solutions.

What you'll do

  • Collaborate with business stakeholders to understand call center requirements, pain points, and support needs
  • Translate business needs into detailed technical specifications for Genesys Cloud Platform enhancements
  • Coordinate with vendors on open tickets, issues, and escalations
  • Configure and administer Genesys Call Center technology and similar tools
  • Troubleshoot and resolve technical issues around UC systems

What you need

  • 8–14 yrs of experience
  • Customer service
  • Problem solving
  • Salesforce
  • ServiceNow
  • Diploma

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