Senior Communications Engineer

2 days ago

General Santos, Soccsksargen, Philippines beBeeGenesys Full time ₱800,000 - ₱1,000,000
Job Description

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

Responsibilities

Key responsibilities include:

  • Identifying and resolving moderately complex problems with business communication systems.
  • Providing high-level technical consultation support to customers globally.
  • Offering complex configuration programming changes support to internal and external customers.
  • Acting as Project Lead and Technical Lead on an as-needed basis, especially on Telecom and Telephony driven projects.
  • Collaborating with stakeholders and partners to support end-user installations, configuration, and programming changes.
  • Delivering process training to new joiners.
  • Delivering technical knowledge transfer to external teams based on skills and requirements.
  • Creating job aids, MOPs for internal team members and customers as needed.
  • Implementing, demonstrating, and delivering the solution remotely or onsite.
  • Handling technical escalations and issues escalated by team members.
  • Meeting all service level targets on ticketing queues for service requests, change tickets, incidents, and projects.
Qualifications

The ideal candidate should have:

  • 5-8+ years of experience with Genesys Cloud, specifically in the contact center industry, and at least 5-7 years of experience with any other telephony platform.
  • Hands-on experience with Genesys Cloud solutions, including implementation experience with 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.
  • In-depth understanding of Genesys products and their multiple use cases across various industries.
  • Ability to create private and public SIP trunks with multiple carriers and third-party ACDs.
  • Understanding of ITIL service delivery models, SLAs, and contracts.
  • Experience supporting global customers and working in a 24/7 environment.
  • Knowledge of security techniques for securing the contact center platform in PCI and HIPAA environments.
  • Ability to proactively plan capacities based on business requirements and provide flawless design in dynamic situations.
  • Familiarity with working in multiple regions/continents using Global Media Fabric.
  • Ability to act as a subject matter expert (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.
  • Strong networking skills, including TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
  • Technical background with good understanding and knowledge of software architecture, integration capabilities, and data models.
  • Knowledge of integrating Genesys Cloud with Active Directory, known CRM systems, and ERP Solutions.
  • Understanding of ITIL service delivery models, SLAs, and support contracts.
  • Ability to support global customers in a 24/7 environment.

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