Senior Cloud Architect

1 day ago

Cavite City, Calabarzon, Philippines beBeeCloudEngineer Full time ₱1,200,000 - ₱1,600,000
Job Description

We are seeking a highly skilled and experienced Cloud Engineer to join our team. As a key member of our Central Genesys Cloud Team, you will play a crucial role in designing, implementing, and maintaining our contact center and unified communication platform for our clients.

As Senior Genesys Cloud Engineer, your primary focus will be on Genesys Cloud CX Contact Center and another UC Platform. You will work closely with our global customers, delivering high-quality technical consultation support and complex configuration programming changes.

Responsibilities
  • Identify, examine, and resolve moderately complex problems with business communication systems.
  • Provide technical consultation support to customers across the globe.
  • Support internal and external customers with complex configuration programming changes.
  • Act as Project Lead and Technical Lead on a need-to-need basis, especially on Telecom and Telephony driven projects.
  • Collaborate with all stakeholders and partners supporting end-user installations, configuration, and programming changes.
  • Deliver process training and knowledge transfer sessions to new joiners.
  • Deliver technical knowledge transfer to external teams based on their skills and requirements.
  • Create job aids, method of procedures (MOP) for internal team members and customers on demand.
  • Implement solutions remotely or onsite, demonstrate and deliver results.
  • Handle technical escalations and issues escalated by team members.
  • Meet all Service Level Targets (SLTs) on Ticketing Queues for Service Requests, Change tickets, Incidents, and Projects.
  • Escalate when required within Partner Support to avoid downtimes.
Requirements
  • 5-8+ years of Genesys Cloud experience, 5-7 years' experience in the Contact Center industry, and any other Telephony platform.
  • Experience working on Genesys Cloud Solution with implementation experience on Telephony, Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management (Call Recording), Call Routing, Performance Management, Email, Chat, Social, Co-Browse, Interactive Voice Response, Voice & Digital Bots, and AppFoundry Partners.
  • Understanding of Genesys products with multiple use cases for multiple industries.
  • Ability to create Private, Public SIP Trunks with multiple Carriers and third-party ACDs.
  • ITIL model of service delivery, understanding of SLA's, contracts, Exposure to supporting global customers, working in a 24*7 environment.
  • Secure Contact Center platform using several Security techniques in a PCI and HIPAA environments.
  • Proactive planning of capacities, flawless design in a dynamic way.
  • Knowledge on Working of Genesys Cloud in multiple regions/continents utilizing Global Media Fabric.
  • Act as SME for software engineers and business users, effective integration and implementation with Genesys products.
  • API knowledge, guiding developers with recommendations.
  • Networking Skills: TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
  • Strong technical background, good understanding and knowledge of Software Architecture, Integration capabilities, and Data models.
  • Genesys Cloud Integration with Active directory, known CRM, and ERP Solutions.
  • ITIL model of service delivery, understanding of SLA's, and Support Contracts.
  • Support global customers, working in a 24*7 environment.

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