Senior Communication Systems Engineer

1 week ago

Manila, National Capital Region, Philippines beBeeTechnical Full time ₱1,200,000 - ₱1,400,000

Job Overview

As a seasoned professional, you will play a vital role in designing, implementing, and maintaining our contact center and unified communication platform for clients.

Your primary focus will be on Genesys Cloud CX Contact Center, along with another UC Platform.

Key Responsibilities
  • Identify and resolve moderately complex problems with business communication systems.
  • Provide high-level technical consultation support to customers globally.
  • Offer complex configuration programming changes support to internal & external customers.
  • Act as Project Lead and Technical Lead on need-to-need basis, especially on Telecom and Telephony driven projects.
  • Collaborate with all stakeholders & partners supporting end-user installations, configuration & programming changes.
  • Deliver process training/KT's to new joiners.
  • Deliver technical KT to external teams depending upon skills & requirements.
  • Create Job Aids, MOP for internal team members & customers on demand.
  • Implement, demonstrate, and deliver the solution remotely or onsite.
  • Handle technical escalations & technical issues escalated by team members.
  • Able to meet 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 contact center industry and minimum 5-7 years' Experience of any other Telephony platform.
  • 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 SLA's, contracts. Global customer support experience, working in 24*7 environment.
  • Security techniques in PCI and HIPAA environments.
  • Capacity planning based on business requirements and flawless design in dynamic environments.
  • 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.
  • API knowledge 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.
  • Genesys Cloud Integration with Active directory, known CRM and known ERP Solutions.
  • ITIL model of service delivery, understanding of SLA's and Support Contracts.
  • Global customer support experience, working in 24*7 environment.

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