Technical Genesys Expert

1 day ago

Antipolo City, Calabarzon, Philippines beBeeGenesys Full time $120,000 - $150,000
Job Description

As a vital member of our Central Genesys Cloud Team, you will play a crucial role in designing, implementing, and maintaining our contact center and unified communication platform for clients worldwide.

Key Responsibilities
  • Identify and resolve moderately complex problems with business communication systems.
  • Provide high-level technical consultation support to customers globally.
  • Develop and implement complex configuration programming changes for internal and external customers.
  • Act as Project Lead and Technical Lead on an as-needed basis, particularly for Telecom and Telephony-driven projects.
  • Collaborate with all stakeholders and partners to support end-user installations, configuration, and programming changes.
  • Deliver process training and knowledge transfer sessions for new team members.
  • Conduct technical knowledge transfer sessions with external teams based on their skills and requirements.
  • Develop job aids and maintenance operations procedures (MOPs) for internal team members and customers as needed.
  • Implement, demonstrate, and deliver solutions remotely or onsite.
  • Manage technical escalations and issues escalated by team members.
  • Meet service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  • Escalate when necessary within partner support to prevent downtime.
Required Skills and Qualifications
  • 5-8+ years of experience in Genesys Cloud, with at least 5-7 years of experience in the contact center industry and any other Telephony platform.
  • Experience working on Genesys Cloud Solution with implementation experience in 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.
  • Familiarity with Genesys products and multiple use cases across various industries.
  • Ability to create private and public SIP trunks with multiple carriers and third-party ACDs.
  • Understanding of ITIL model of service delivery, SLAs, and support contracts.
  • Experience supporting global customers in a 24/7 environment.
  • Knowledge of security techniques to secure contact center platforms in PCI and HIPAA environments.
  • Capacity planning and ability to provide flawless designs in dynamic environments.
  • Knowledge of Genesys Cloud operation 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.
  • API knowledge and ability to guide developers with recommendations.
  • Networking skills, including 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.
  • Experience with Genesys Cloud integration with Active Directory, CRM, and ERP Solutions.
  • Knowledge of ITIL model of service delivery, understanding of SLAs, and support contracts.
  • Ability to support global customers in a 24/7 environment.
What We Offer

ibex. is an elite CX outsourcer for startups, scale-ups, and blue-chips. We build powerful customer engagement & insight solutions to help protect client investment, mitigate financial & operational risk, and accelerate ROI.

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