Genesys Cloud Specialist

2 weeks ago

Imus, Calabarzon, Philippines beBeeContactCenter Full time ₱900,000 - ₱1,200,000
Senior Contact Center Engineer

We are seeking a highly skilled contact center expert to join our Central Genesys Cloud Team. As an elite CX outsourcer for startups, scale-ups, and blue-chips, we build powerful customer engagement & insight solutions to protect client investment, mitigate risk, and accelerate ROI.

The ideal candidate will design, implement, and maintain our contact center platform for clients, with a primary focus on Genesys Cloud CX Contact Center.

Responsibilities
  • Identify, examine, and resolve complex problems with business communication systems.
  • Provide high-level technical consultation support to customers worldwide.
  • Offer Complex Configuration Programming changes support to internal & external customers.
  • Lead projects as Technical Lead on need-to-need basis, especially on Telecom and Telephony driven projects.
  • Work with stakeholders & partners supporting end-user installations, configuration & programming changes.
  • Deliver process Training/KT's to new joiners.
  • Deliver technical KT to external teams depending on skills & requirements.
  • Create Job Aids, MOP for internal team members & customers on demand.
  • Implement, demonstrate, and deliver the solution remotely or onsite.
  • Handle technical escalations & 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.
  • Working on 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.
  • Able 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.
  • Able to secure Contact Center platform using several Security techniques in a PCI and HIPAA environments.
  • Able to proactively plan capacities, based on business requirement, and provide Flawless Design in a dynamic way.
  • Able to act as SME for software engineers and business users, for effective integration and implementation with Genesys products.
  • Able to guide developers with API recommendations.
  • Necessary 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.
Key Qualifications
  • Proven expertise in Genesys Cloud architecture and implementation.
  • Excellent problem-solving skills and ability to work under pressure.
  • Strong communication and interpersonal skills.
  • Ability to collaborate with cross-functional teams.
  • Proficiency in ITIL framework and SLA management.
  • Experience with Genesys Cloud migration and deployment.
  • Knowledge of telecom networks and protocols.
  • Ability to learn and adapt quickly to new technologies.
  • Strong analytical and problem-solving skills.

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