Cloud Engineer Role

6 days ago

Sorsogon, Bicol, Philippines beBeeGenesys Full time ₱900,000 - ₱1,200,000
Job Opportunity

We are seeking a seasoned cloud engineer to join our central team. As an elite CX outsourcer for the world's 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.

The successful candidate will play a crucial role in designing, implementing, and maintaining our contact center and unified communication platform for our clients. The primary focus will be on Genesys Cloud CX Contact Center, along with another UC Platform.

Responsibilities:
  • Identify, examine, and resolve moderately complex problems with business communication systems.
  • Provide high-level technical consultation support to customers worldwide.
  • Offer complex configuration programming changes support to internal and external customers.
  • Act as Project Lead and Technical Lead on a need-to-need basis, especially on Telecom and Telephony driven projects.
  • Collaborate with all stakeholders and partners supporting end-user installations, configuration, and programming changes.
  • Deliver process training/KT's for new joiners.
  • Provide technical KT to external teams based on skills and requirements.
  • Create job aids, MOPs for internal team members and customers on demand.
  • Implement, demonstrate, and deliver the solution remotely or onsite.
  • Handle technical escalations and technical issues escalated by team members.
  • Achieve all Service level targets on all Ticketing Queues on Service Requests, Change tickets, Incidents, and Projects.
  • Escalate when required within Partners Support to avoid downtimes.
Required Skills and Qualifications
  • 5-8+ years of Genesys Cloud experience, in the contact center industry, and minimum 5-7 years' experience on 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.
  • Ability to create Private, Public SIP Trunks with multiple Carriers and third-party ACDs. ITIL model of service delivery, understanding of SLAs, contracts. Exposure to supporting global customers, working in a 24*7 environment.
  • Capability to secure the Contact Center platform using several Security techniques in a PCI and HIPAA environments.
  • Proactive planning of capacities based on business requirements and provision of Flawless Design in a dynamic way.
  • Knowledge of Working of 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 with ability 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.
  • Knowledge of Genesys Cloud Integration with Active Directory, any known CRM, and known ERP Solutions.
  • Knowledge of ITIL model of service delivery, understanding of SLAs, and Support Contracts.
  • Ability to support global customers, working in a 24*7 environment.

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