Advanced Communication Engineer

2 days ago

Cainta, Calabarzon, Philippines beBeeTechnical Full time ₱4,500,000 - ₱8,500,000
Job Description

The role involves designing, implementing and maintaining contact centers and unified communication platforms for clients. The primary focus would be on Genesys Cloud CX Contact Center, as well as another UC Platform.


Responsibilities

Key job responsibilities include:

  • Identifying, examining, and resolving moderately complex problems with business communication systems.
  • Providing high-level technical consultation support to customers across the globe.
  • Supporting internal and external customers with complex configuration programming changes.
  • Acting as Project Lead and Technical Lead on an as-needed basis, especially on Telecom and Telephony-driven projects.
  • Collaborating with all stakeholders and partners to support end-user installations, configurations, and programming changes.
  • Delivering process training and knowledge transfer to new joiners.
  • Providing technical knowledge transfer to external teams based on their skills and requirements.
  • Creating job aids and method of procedures for internal team members and customers as needed.
  • Implementing, demonstrating, and delivering solutions remotely or on-site.
  • Handling technical escalations and issues escalated by team members.
  • Meeting service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  • Escalating when necessary to avoid downtime within Partner Support.

Qualifications

The ideal candidate should have 5-8+ years of experience in Genesys Cloud, specifically in the contact center industry, and a minimum of 5-7 years' experience with any other Telephony platform.

They should also possess working knowledge of Genesys Cloud Solution implementation experience, including 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.

A strong understanding of Genesys products and multiple use cases across various industries is required.

The candidate must be able to create private and public SIP trunks with multiple carriers and third-party ACDs, have experience with ITIL service delivery models, SLAs, and contracts, and be familiar with supporting global customers in a 24*7 environment.

They should also be able to secure contact center platforms using various security techniques in PCI and HIPAA environments.

Able to proactively plan capacities based on business requirements and provide flawless designs in a dynamic way.

Knowledge of working with Genesys Cloud in multiple regions/continents utilizing Global Media Fabric is essential.

Must be able to act as SME for software engineers and business users for effective integration and implementation with Genesys products.

Ability to guide developers with API recommendations and strong networking skills, including 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 are required.

Must have knowledge of Genesys Cloud integration with Active Directory, known CRM, and known ERP Solutions.

ITIL model of service delivery, understanding of SLAs, and Support Contracts are essential.

Must be able to support global customers in a 24*7 environment.

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