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Hi,   

Hope you are doing well!!                                                                                                                                

I have an urgent requirement with one of my client. Please find the job details below and forward me your updated resume along with your contact details at [email protected] or Call Me at 802-778-1770  

Position –  Genesys Engineer with Workspace Desktop Edition (WDE) Experience
Duration – Longterm Contract
Location – Phoenix, AZ – Onsite

 Essential Skills: 

• Should have 10+ years of experience
• Experience in Genesys Engage, CTI Genesys
• WAC integration via iframe embedded in WDE.- Assistance with troubleshooting WDE upgrades.- Support for troubleshooting Desktop Bridge upgrades.-
• Troubleshooting integration, security, and data transmission issues (e.g., Customer ID 000000000000 entered on WDE; Customer ID entered with fewer than 12 digits on WDE).-
• Ensuring the flow of information to portals through WDE.- Configuration changes/settings for WDE IDs.- Assistance in troubleshooting/debugging platform issues using WDE logs.-
• Support during end-to-end calls related to platform changes/upgrades.- Assistance during disaster recovery activities and related testing.- Managing the transfer of calls from Voice ID CCP to non-Voice ID CCP.- Handling Citrix-based CCPs versus non-Citrix.- Desktop bridge setup and upgrades.- Configuration changes.-
• Addressing issues with customer IDs not being transmitted or set to zeros, including WDE changes to resolve data issues such as blank customer IDs.- Troubleshooting issues with portals, including handling support differently, caller type switches, and multiple enrolments in the same call in the US and UK, as well as CSP dial issues.-
• Fetching platform logs.- Troubleshooting related to Nuance GUI, SIP servers, and service servers.
• Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.
• Build backend API’s/ Handling and troubleshooting day-to-day operations
• Identifying problems or known errors and doing RCAs.
• Participate in performance testing and tuning activities.
• Tracking of Critical patches.
• knowledge in Agile methodology.
• Should have good experience in Banking and financial services domain.

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