Senior Cloud Communications Specialist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeGenesys Full time ₱500,000 - ₱800,000
Job Title: Senior Genesys Cloud Engineer

We are seeking a highly skilled and experienced Senior Genesys 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.

About the Role

Your primary focus would be on Genesys Cloud CX Contact Center, along with another UC Platform. You will be responsible for identifying, examining, and resolving moderately complex problems with business communication systems. Additionally, you will provide high-level technical consultation support to customers across the globe.

  • Identify and resolve complex problems with business communication systems.
  • Provide technical consultation support to customers worldwide.
  • Implement and maintain the contact center and unified communication platform.
  • Act as a project lead and technical lead on an as-needed basis.
  • Work closely with all stakeholders and partners to support end-user installations, configuration changes, and programming.
Responsibilities

As a Senior Genesys Cloud Engineer, your responsibilities will include:

  • Delivering process training to new joiners.
  • Providing technical knowledge transfer to external teams.
  • Creating job aids, MOPs, and other documentation for internal team members and customers.
  • Implementing, demonstrating, and delivering solutions remotely or onsite.
  • Handling technical escalations and issues escalated by team members.
  • Meeting service level targets on all ticketing queues.
Qualifications

To be successful in this role, you will need:

  • A minimum of 5-8+ years of experience with Genesys Cloud, preferably in the contact center industry.
  • Strong understanding of Genesys products, including multiple use cases for various industries.
  • Ability to create private and public SIP trunks with multiple carriers and third-party ACDs.
  • Familiarity with ITIL models of service delivery and SLAs.
  • Exposure to supporting global customers in a 24*7 environment.
  • Security expertise in PCI and HIPAA environments.
  • Proactive capacity planning based on business requirements.
  • Knowledge of APIs and ability to guide developers.
  • Networking skills, including TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.

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