Cloud Engineering Expert

Job Overview

We are seeking a skilled Senior Cloud Engineer to join our team. As a key member of our Central Genesys Cloud Team, you will play a vital role in designing, implementing and maintaining our contact center and unified communication platform for our clients.

Your primary focus will be on Genesys Cloud CX Contact Center, along with another UC Platform. You will be responsible for identifying, examining and resolving moderately complex problems with business communication systems.

• Technical Consultation Support: Provide high level technical consultation support to customers across the globe.
• Complex Configuration Programming: Provide complex configuration programming changes support to internal & external customers.
• Project Leadership: Act as Project Lead and Technical Lead on need-to-need basis, especially on Telecom and Telephony driven projects.
• Stakeholder Management: Require to work with all stakeholders & partners supporting end-user installations, configuration & programming changes.
• Training and Knowledge Transfer: Deliver process training/KT's to new joiners.
• Technical Knowledge Transfer: Deliver technical KT to external teams depending upon skills & requirements.
• Documentation: Create Job Aids, MOP for internal team members & customers on demand.
• Implementation and Delivery: Remote/onsite implementation, demonstration and delivery of the solution.
• Troubleshooting: Handle technical escalations & technical issues escalated by team members.
• Service Level Targets: Able to meet all Service level targets on all Ticketing Queues on Service Requests, Change tickets, Incidents and Projects.
• Escalation: Must be able to escalate when required within Partners Support to avoid downtimes.

• Genesys Cloud Experience: Should have 5-8+ years of Genesys Cloud experience, in contact center industry and minimum 5-7 years' Experience of any other Telephony platform.
• Working Knowledge: 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.
• Product Understanding: Must have understanding on Genesys products with multiple used cases for multiple industries.
• SIP Trunks and ACDs: Should be able to create Private, Public SIP Trunks with multiple Carriers and third party ACDs.
• Security Techniques: Must be able to secure Contact Center platform using several Security techniques in a PCI and HIPAA environments.
• Capacity Planning: Able to proactively plan capacities, based on business requirement, and able to provide the Flawless Design in a dynamic way.
• Global Media Fabric: Must have the knowledge on Working of Genesys Cloud in multiple regions/continents utilizing Global Media Fabric.
• API Knowledge: Must be able to act as SME for software engineers and business users, for effective integration and implementation with Genesys products.
• Data Models: Must have knowledge on APIs with ability to Guide Developer with recommendations.
• Networking Skills: TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
• Software Architecture: Strong technical background, good understanding and knowledge of Software Architecture, Integration capabilities and Data models.
• Integration with Active Directory: Must have knowledge on Genesys Cloud Integration with Active directory, any known CRM and known ERP Solutions.
• ITIL Model: Must know about ITIL model of service delivery, understanding of SLA's and Support Contracts.
• Global Customer Support: Must be able to support global customers, working in 24*7 environment.