Senior Genesys Cloud Specialist

11 hours ago

Quezon City, National Capital Region, Philippines beBeeGenesys Full time ₱500,000 - ₱700,000
Senior Genesys Cloud Specialist

We are seeking a highly skilled professional to join our Central Genesys Cloud Team.

Ibex is an elite CX outsourcer for startups, scale-ups, and blue-chips.

We build powerful customer engagement & insight solutions to protect client investment, mitigate financial & operational risk, and accelerate ROI.

The ideal candidate will play a crucial role in designing, implementing, and maintaining contact centers and unified communication platforms for clients.

Main Responsibilities:
  • Identify and resolve moderately complex business communication problems.
  • Provide technical consultation support globally.
  • Configure and program changes to internal and external systems.
  • Lead projects driven by telecom and telephony requirements.
  • Work with stakeholders and partners to ensure installations and configurations are completed successfully.
  • Deliver process training and knowledge transfer to new team members.
  • Provide technical knowledge transfer to external teams based on their skills and requirements.
  • Create job aids and maintenance procedures for the team and customers as needed.
  • Implement, demonstrate, and deliver remote or onsite solutions.
  • Handle technical escalations and issues escalated by team members.
Key Requirements:
  • 5-8+ years of experience in Genesys Cloud, preferably in the contact center industry.
  • Minimum 5-7 years of experience with other telephony platforms.
  • Familiarity with Genesys Cloud Solution and its various features.
  • Understanding of Genesys products and their applications across multiple industries.
  • Able to create private and public SIP trunks with multiple carriers and third-party ACDs.
  • Familiarity with ITIL model of service delivery, SLAs, contracts, and supporting global customers in a 24*7 environment.
  • Knowledge of security techniques to secure Contact Center platforms in PCI and HIPAA environments.
  • Able to plan capacities proactively and provide flawless design in a dynamic environment.
  • Familiarity with working in multiple regions/continents using Global Media Fabric.
  • Able to act as a subject matter expert (SME) for software engineers and business users for effective integration and implementation with Genesys products.
  • Familiarity with APIs and able to guide developers 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.
  • Familiarity with Genesys Cloud Integration with Active Directory, CRM, and ERP Solutions.
  • Familiarity with ITIL model of service delivery, SLAs, and support contracts.
  • Able to support global customers in a 24*7 environment.

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