Senior Cloud Communications Specialist

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeGenesys Full time ₱1,800,000 - ₱2,500,000

Job Title: Senior Genesys Cloud Specialist

Overview

We are seeking a highly skilled Senior Genesys Cloud Specialist to join our team.

  • To design, implement, and maintain contact centers and unified communication platforms for clients worldwide.
  • To lead projects as Technical Lead and Project Lead, especially on Telecom and Telephony-driven projects.
  • To collaborate with stakeholders and partners supporting end-user installations, configuration, and programming changes.
  • To deliver process training/knowledge transfer sessions for internal teams and external customers.
Responsibilities
  1. Resolve moderately complex problems with business communication systems.
  2. Provide high-level technical consultation support to customers globally.
  3. Implement Complex Configuration Programming changes for internal and external customers.
  4. Lead projects as Technical Lead and Project Lead on a need-to-need basis, especially on Telecom and Telephony-driven projects.
  5. Collaborate with stakeholders and partners supporting end-user installations, configuration, and programming changes.
  6. Deliver process Training/KT's to new joiners.
  7. Conduct technical KT sessions for external teams based on skills and requirements.
  8. Develop Job Aids, MOPs for internal team members and customers on demand.
  9. Remote or onsite implementation, demonstration, and delivery of the solution.
  10. Handle technical escalations and issues escalated by team members.
  11. Achieve all Service level targets on all Ticketing Queues for Service Requests, Change tickets, Incidents, and Projects.
  12. Escalate when required within Partners Support to avoid downtimes.
Qualifications
  • 5-8+ years of experience in Genesys Cloud, specifically in contact centers, and 5-7 years in other Telephony platforms.
  • Proficiency in Genesys Cloud Solution implementation, including 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 across multiple use cases for various industries.
  • Ability to create Private, Public SIP Trunks with multiple Carriers and third-party ACDs.
  • Familiarity with ITIL service delivery models, SLAs, contracts, and supporting global customers in 24*7 environments.
  • Knowledge of securing Contact Center platforms using several Security techniques in PCI and HIPAA environments.
  • Capacity planning based on business requirements and flawless design in dynamic environments.
  • Expertise in working with Genesys Cloud in multiple regions/continents utilizing Global Media Fabric.
  • Ability to act as SME for software engineers and business users for effective integration and implementation with Genesys products.
  • Knowledge of APIs and ability to guide developers with recommendations.
  • Networking skills: TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
  • Strong technical background and good understanding of Software Architecture, Integration capabilities, and Data models.
  • Experience with Genesys Cloud Integration with Active directory, known CRM, and known ERP Solutions.
  • Knowledge of ITIL service delivery models, SLAs, and support contracts.
  • Ability to support global customers in 24*7 environments.

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