Genesys Cloud Engineer

1 day ago

Bacoor, Calabarzon, Philippines beBeeGenesys Full time $80,000 - $150,000
About the Role

We are seeking an accomplished Cloud Engineering Expert to join our Central Genesys Cloud Team. As a seasoned professional, you will play a pivotal role in designing and implementing our contact center and unified communication platform for clients worldwide.


Key Responsibilities:
  1. Identify, analyze, and resolve complex business communication system issues.
  2. Provide expert technical consultation support to global customers.
  3. Support internal and external customers with configuration programming changes.
  4. Leverage your leadership skills to oversee projects as needed, particularly those driven by Telecom and Telephony requirements.
  5. Collaborate with stakeholders and partners to ensure seamless end-user installations, configurations, and programming changes.
  6. Deliver comprehensive training sessions for new team members.
  7. Share technical knowledge with external teams based on their skill sets and requirements.
  8. Create job aids and maintenance of operations procedures (MOP) for internal staff and clients upon demand.
  9. Execute remote and onsite implementations, demonstrations, and deliveries of solutions.
  10. Address technical escalations and issues escalated by team members.
  11. Maintain service level targets across all ticketing queues for service requests, change tickets, incidents, and projects.
  12. Escalate when necessary within Partners Support to prevent downtime.
Requirements:
  • A minimum of 5-8 years of experience in Genesys Cloud, with a focus on the contact center industry and at least 5-7 years' experience with other Telephony platforms.
  • Demonstrated expertise in Genesys Cloud Solution implementation, including experience with 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.
  • Familiarity with various Genesys products and their applications across multiple industries.
  • The ability to create Private, Public SIP Trunks with multiple Carriers and third-party ACDs.
  • Understanding of ITIL service delivery models, SLAs, and contracts.
  • Exposure to supporting global customers in a 24*7 environment.
  • The capacity to secure Contact Center platforms using multiple security techniques in PCI and HIPAA environments.
  • Able to proactively plan capacities based on business needs and provide flawless designs in dynamic situations.
  • Familiarity with working in multiple regions/continents using Global Media Fabric.
  • Ability to act as a Subject Matter Expert (SME) for software engineers and business users, ensuring effective integration and implementation with Genesys products.
  • Knowledge of APIs with the ability to guide developers with recommendations.
  • Strong networking skills, including TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
  • A strong technical background, good understanding, and knowledge of Software Architecture, Integration capabilities, and Data models.
  • Familiarity with integrating Genesys Cloud with Active Directory, CRM, and ERP Solutions.
  • Understanding of ITIL service delivery models, SLAs, and Support Contracts.
  • Capacity to support global customers in a 24*7 environment.

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