Highly Experienced Genesys Engineer Wanted

1 week ago

Tarlac City, Central Luzon, Philippines beBeeGenesys Full time $80,000 - $110,000
Job Description

As a seasoned engineer, you will be instrumental in crafting, deploying, and maintaining our contact center and unified communication platform for global clients.

  • Identify, investigate, and resolve complex problems with business communication systems.
  • Provide high-level technical consultation support to customers worldwide.
  • Support intricate configuration programming changes for internal and external customers.
  • Act as Project Lead and Technical Lead on an as-needed basis, particularly on Telecom and Telephony driven projects.
  • Collaborate with stakeholders & partners to support end-user installations, configuration & programming changes.
  • Deliver training programs/KT's for new joiners.
  • Deliver technical KT to external teams based on skills & requirements.
  • Create Job Aids, MOP for internal team members & customers on demand.
  • Implement, demonstrate, and deliver the solution remotely or on-site.
  • Manage technical escalations & technical issues escalated by team members.
  • Able to meet all Service level targets on all Ticketing Queues on Service Requests, Change tickets, Incidents and Projects.
  • Must be able to escalate when required within Partners Support to avoid downtimes.
Required Skills and Qualifications
  • 5-8+ years of Genesys Cloud experience, in contact center industry and minimum 5-7 years' Experience of any other Telephony platform.
  • Proficiency in working with Genesys Cloud Solution with implementation experience on 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.
  • Understanding of Genesys products with multiple used cases for multiple industries.
  • Ability to create Private, Public SIP Trunks with multiple Carriers and third-party ACDs. ITIL model of service delivery, understanding of SLA's, contracts. Exposure to supporting global customers, working 24*7 environment.
  • Secure Contact Center platform using several Security techniques in a PCI and HIPAA environments.
  • Proactively plan capacities, based on business requirement, and provide Flawless Design in a dynamic way.
  • Knowledge on Working of Genesys Cloud in multiple regions/continents utilizing Global Media Fabric.
  • Act as SME for software engineers and business users, for effective integration and implementation with Genesys products.
  • Knowledge on APIs with ability to Guide Developer with recommendations.
  • Networking Skills: 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.
  • Knowledge on Genesys Cloud Integration with Active directory, any known CRM and known ERP Solutions.
  • Knowledge about ITIL model of service delivery, understanding of SLA's and Support Contracts.
  • Support global customers, working in 24*7 environment.

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