Senior Cloud Communications Specialist

2 weeks ago

Barcelona, Philippines beBeeGenesys Full time ₱1,200,000 - ₱1,500,000

We are seeking an experienced Senior Genesys Cloud Engineer to join our team. This is a highly technical role that involves designing, implementing, and maintaining our contact center and unified communication platform for clients.

Key Responsibilities
  • Identify, examine, and resolve complex problems with business communication systems.
  • Provide high-level technical consultation support to customers worldwide.
  • Support the implementation of complex configuration programming changes for internal and external customers.
  • Lead projects as needed, focusing on Telecom and Telephony driven initiatives.
  • Work closely with stakeholders and partners to ensure seamless end-user installations, configuration, and programming changes.
  • Develop and deliver training programs for new team members and external teams.
  • Create job aids, maintenance operations procedures, and other resources for internal teams and customers.
  • Implement, demonstrate, and deliver solutions remotely or on-site.
  • Manage technical escalations and issues escalated by team members.
  • Meet service level targets across all ticketing queues.
Required Skills and Qualifications
  • At least 5-8 years of experience working with Genesys Cloud, particularly in the contact center industry.
  • Proven experience with Telephony platforms, including implementation, integrations, reporting, and analytics.
  • Familiarity with Genesys products, including multiple use cases across various industries.
  • Able to create private and 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.
  • Able to secure Contact Center platforms using security techniques in PCI and HIPAA environments.
  • Strong planning skills to proactively manage capacities based on business requirements.
  • Knowledge of Global Media Fabric and ability to act as a subject matter expert for software engineers and business users.
  • Ability to guide developers with API recommendations.
  • Strong networking skills, including TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
  • Technical background, good understanding of Software Architecture, Integration capabilities, and Data models.
  • Familiarity with Genesys Cloud integration with Active Directory, CRM, and ERP solutions.
  • ITIL model of service delivery, understanding of SLAs, and Support Contracts.
Benefits

This role offers a unique opportunity to work with cutting-edge technology, collaborate with a global team, and contribute to the success of our clients.

Others

Please note that we are looking for a candidate with strong technical skills and experience working with Genesys Cloud.

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