Customer Engagement Solutions Architect

1 day ago

Cabuyao, Calabarzon, Philippines beBeeTechnical Full time ₱900,000 - ₱1,200,000
Job Title:

Genesys Engineer Leader

Overview

We specialize in designing and delivering high-performance customer engagement solutions to protect investments, mitigate risk, and accelerate returns.

As a Senior Genesys Cloud Engineer, you will lead the implementation and maintenance of our contact center and unified communication platform for clients. Your focus is on Genesys Cloud CX Contact Center and another UC Platform.

Key Responsibilities:
  • Identify, examine, and resolve moderately complex problems with business communication systems.
  • Provide high-level technical consultation support to global customers.
  • Support complex configuration programming changes for internal and external customers.
  • Act as Project Lead and Technical Lead on Telecom and Telephony-driven projects.
  • Work with stakeholders and partners to support end-user installations, configuration, and programming changes.
  • Deliver process training and knowledge transfer to new joiners.
  • Deliver technical knowledge transfer to external teams based on skills and requirements.
  • Create job aids and MOPs for internal team members and customers as needed.
  • Implement, demonstrate, and deliver remote or onsite solutions.
  • Handle technical escalations and issues escalated by team members.
Requirements:
  • 5-8+ years of experience in Genesys Cloud and 5-7 years' experience with other telephony platforms.
  • Implementation experience with Genesys Cloud Solution on various aspects including 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 and use cases across 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.
  • Experience supporting global customers in a 24/7 environment.
  • Knowledge of securing contact center platforms using security techniques in PCI and HIPAA environments.
  • Ability to proactively plan capacities based on business requirements.
  • Knowledge of Genesys Cloud operation in multiple regions utilizing Global Media Fabric.
  • Ability to act as SME for software engineers and business users.
  • Knowledge of APIs and ability to guide developers.
  • Networking skills: TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
  • Strong technical background, good understanding of Software Architecture, Integration capabilities, and Data models.

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