Principal Genesys Cloud Solutions Architect

17 hours ago

Makati City, National Capital Region, Philippines beBeeGenesys Full time $800,000 - $1,000,000
Senior Genesys Cloud Engineer

We are seeking an experienced Senior Genesys Cloud Engineer to join our Central Genesys Cloud Team. As a key member of our team, you will play a crucial role in designing, implementing, and maintaining our contact center and unified communication platform for our clients.

  • Key Responsibilities:
  • Providing complex configuration programming changes support to internal and external customers.
  • Acting as Project Lead and Technical Lead on need-to-need basis, especially on Telecom and Telephony driven projects.
  • Working with all stakeholders and partners supporting end-user installations, configuration, and programming changes.
  • Delivering process training and technical knowledge transfer to new joiners and external teams.
  • Creating job aids, MOPs, and documentation for internal team members and customers.
  • Remote and onsite implementation, demonstration, and delivery of solutions.
  • Handling technical escalations and issues escalated by team members.

Requirements:

  • 5-8+ years of Genesys Cloud experience in contact center industry and minimum 5-7 years' experience of any other telephony platform.
  • Implementation experience on Telephony, Contact Center, Integrations, Reporting, Text and Speech Analytics, Quality Management, Call Routing, Performance Management, Email, Chat, Social, Co-Browse, Interactive Voice Response, Voice and Digital Bots, and AppFoundry Partners.
  • Understanding of Genesys products with multiple used cases for multiple industries.
  • Able to create Private and Public SIP Trunks with multiple Carriers and third-party ACDs.
  • Knowledge of ITIL model of service delivery, understanding of SLAs, contracts, and supporting global customers in a 24*7 environment.
  • Ability to secure Contact Center platform using several Security techniques in PCI and HIPAA environments.
  • Proactive planning of capacities based on business requirements and providing flawless design in a dynamic way.

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