Cloud Expert

1 day ago

San Juan, National Capital Region, Philippines beBeeEngineer Full time ₱800,000 - ₱1,000,000
Job Description

We are seeking a highly skilled and experienced Cloud Contact Center 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.

Your primary focus will be on Genesys Cloud CX Contact Center, along with another UC Platform. You will work closely with all stakeholders & partners supporting end-user installations, configuration & programming changes.

Responsibilities
  • Identify, examine, and resolve moderately complex problems with business communication systems.
  • Provide high-level technical consultation support to customers across the globe.
  • Provide complex configuration programming changes support to internal & external customers.
  • Act as Project Lead and Technical Lead on need-to-need basis, especially on Telecom and Telephony driven projects.
  • Deliver process Training/KT's new joiners.
  • Deliver technical KT to external teams depending upon skills & requirements.
  • Create Job Aids, MOP for internal team members & customers on demand.
  • Remote/Onsite Implementation, demonstration, and delivery of the solution.
  • Handle technical escalations & technical issues escalated by team members.
Required Skills and Qualifications
  • You should have 5-8+ years of Genesys Cloud experience, in contact center industry and minimum 5-7 years' Experience of any other Telephony platform.
  • 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.
  • You must have understanding on Genesys products with multiple used cases for multiple industries.
  • You should be able 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 24*7 environment.
  • You must be able to secure Contact Center platform using several Security techniques in a PCI and HIPAA environments.
  • Able to proactively plan capacities, based on business requirement, and able to provide the Flawless Design in a dynamic way.
  • You must have the knowledge on Working of Genesys Cloud in multiple regions/continents utilizing Global Media Fabric.
  • You must be able to act as SME for software engineers and business users, for effective integration and implementation with Genesys products.
  • You must have knowledge on APIs with ability to Guide Developer 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.
  • You must have knowledge on Genesys Cloud Integration with Active directory, any known CRM and known ERP Solutions.
  • You must know about ITIL model of service delivery, understanding of SLA's and Support Contracts.
  • You must be able to support global customers, working in 24*7 environment.

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