Contact Center Unified Communication Platform Specialist

1 day ago

Caloocan City, National Capital Region, Philippines beBeeGenesys Full time $120,000 - $150,000

We are seeking a seasoned contact center and unified communication platform professional to design, implement, and maintain our contact center infrastructure for clients.

The ideal candidate will have extensive experience with Genesys Cloud, including contact center industry knowledge and understanding of telephony platforms.

Responsibilities
  • IDentify, examine, and resolve complex problems with business communication systems.
  • Provide high-level technical consultation support to global customers.
  • Configure and program changes to internal and external customer systems.
  • Lead projects as needed, focusing on telecom and telephony-driven initiatives.
  • Work with stakeholders and partners to deliver end-user installations, configurations, and programming changes.
  • Train new joiners and external teams on technical aspects.
  • Create job aids, MOPs, and other documentation for internal team members and customers.
  • Implement solutions remotely or onsite, handling technical escalations and issues.
  • Meet service level targets and escalate when required to avoid downtime.
Qualifications
  • 5-8+ years of Genesys Cloud experience in the contact center industry and 5-7 years of experience with another telephony platform.
  • Implementation experience with Genesys Cloud Solution, including 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 and multiple use cases across industries.
  • Ability to create private and public SIP trunks with multiple carriers and third-party ACDs.
  • ITIL model of service delivery, understanding of SLAs, contracts, and supporting global customers in a 24*7 environment.
  • Knowledge of security techniques in PCI and HIPAA environments.
  • Capacity planning and flawless design skills.
  • Acting as a subject matter expert for software engineers and business users.
  • API knowledge and ability to guide developers.
  • Networking skills, TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
  • Strong technical background, software architecture, integration capabilities, and data models knowledge.
  • Genesys Cloud integration with Active Directory, CRM, and ERP Solutions.
  • ITIL model of service delivery, understanding of SLAs and Support Contracts.
  • Supporting global customers in a 24*7 environment.

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