Senior Support Analyst - Genesys Admin

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

About BNP Paribas Group:

BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

About Business line/Function:

      ITGP Global Digital Working

ITGP Global Digital Working is responsible to provide IT Services to our clients ensuring a Digital 

Marketing evolution, in a secured and performant environment and with a reliable quality. This function includes infrastructures (Active Directory, Messaging, Instant Messaging, Desktop) as well as element of the global services organization. 

Job Title:

Senior Support Analyst – Genesys Administration  

Date:

06-Feb-2025

Department:

ITG Workspace

Location:

Chennai 

Business Line / Function:

Workspace

Reports to:

(Direct)

Grade: 

(if applicable)

NA

(Functional)

Number of Direct Reports:

NA

Directorship / Registration:

NA

Position Purpose

Provide a brief description of the overall purpose of the position, why this position exists and how it will contribute in achieving the team’s goal.

Genesys Cloud is the chosen solution for remote media in the group.

The role of the Genesys Cloud Support Administrator will be to perform the operational maintenance of the Genesys Cloud CX solution. His mission will be to monitor, resolve and diagnose operational incidents on the solution.

Responsibilities

Direct Responsibilities

Contributing Responsibilities

Technical & Behavioral Competencies

1. Technical Skills:

Proficiency in the Genesys Cloud solution (maintenance and operation)

You have between 3 and 5 years of experience on the Genesys solution, IVRs

Knowledge of the world of Helpdesk support and associated processes (ITIL)

2.Soft skills:

·       Good written and spoken English

·       Measure and identify areas for improving Quality and overall Delivery

·       Good Team Player

·       Analytical minded, detail-oriented, and self-motivated 

·       Customer minded

3.Personal Attributes:

·        Have a good knowledge of the world of IT support

·       Client Focused.

·       Strong attention to details

·       Proactive and pragmatic approach with a strong ability to work on own initiative.

·       Ownership of work and commitment to delivery

·       Strong problem-solving skills

·       Ability to operate with demanding Senior IT Management

·       Team oriented

·       Adaptability and strong prioritization skills.

·       Self-motivated, organized, and detail oriented.

·       Ability to work in a team and collaborate efficiently with technical and business teams.

·       Ability to work in a team and collaborate efficiently with technical and business teams

Specific Qualifications (if required)

·       Genesys Cert Prof Developer

·       Genesys Cert Prof Support

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Client focused

Creativity & Innovation / Problem solving

Critical thinking

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

Ability to develop and adapt a process 

Ability to develop and leverage networks

Choose an item.

Education Level: 

 Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)