Expert Contact Center Technologist

8 hours ago

Mandaue City, Central Visayas, Philippines beBeeSenior Full time $120,000 - $140,000

Job Title: Senior Contact Center Engineer

Overview

We are seeking a highly skilled and experienced Senior Contact Center Engineer to join our team. As a Senior Contact Center Engineer, you will play a critical role in designing, implementing, and maintaining our contact center and unified communication platform for our clients.

Your primary focus would 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.

In addition to your technical expertise, you will provide high-level technical consultation support to customers across the globe. This includes providing complex configuration programming changes support to internal and external customers.

Responsibilities
  • Identify, examine, and resolve moderately complex problems with business communication systems.
  • Provide high-level technical consultation support to customers across the globe.
  • Provide complex configuration programming changes support to internal and external customers.
  • Act as project lead and technical lead on need-to-need basis, especially on Telecom and Telephony driven projects.
  • Work with all stakeholders and partners supporting end-user installations, configuration, and programming changes.
  • Deliver process training/KT's to new joiners.
  • Deliver technical KT to external teams depending upon skills and requirements.
  • Create job aids, MOP for internal team members and customers on demand.
  • Remote/onsite implementation, demonstration, and delivery of the solution.
  • Handle technical escalations and technical issues escalated by team members.
  • 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.
Requirements
  • 5-8+ years of Genesys Cloud experience in contact center industry and minimum 5-7 years' experience of 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 SLA's, contracts.
  • Exposure to supporting global customers, working 24*7 environment.
  • Ability to secure contact center platform using several security techniques in a PCI and HIPAA environments.
  • Proactive planning capacities based on business requirement, flawless design in dynamic way.
  • Knowledge on 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 with ability to guide developer 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 on Genesys Cloud Integration with Active directory, any known CRM, and known ERP Solutions.
  • ITIL model of service delivery, understanding of SLA's and Support Contracts.
  • Ability to support global customers, working in 24*7 environment.

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