Senior Cloud Engineer

1 day ago

Davao City, Davao, Philippines beBeeGenesys Full time ₱600,000 - ₱900,000

We are seeking an experienced professional to fill a crucial role in our organization.

Job Description

The Senior Genesys Cloud Engineer will be responsible for designing, implementing and maintaining our contact center and unified communication platform. The primary focus of this position will be on Genesys Cloud CX Contact Center, as well as another UC Platform.

Key responsibilities include identifying, examining and resolving moderately complex problems with business communication systems. Additionally, the successful candidate will provide high-level technical consultation support to customers worldwide.

  • Identify and resolve issues with business communication systems
  • Provide technical consultation support to customers globally
  • Support internal and external customers with complex configuration programming changes
  • Act as project lead and technical lead as needed, especially on telecom and telephony-driven projects
  • Work with stakeholders and partners to support end-user installations, configurations and programming changes
  • Deliver process training and knowledge transfer sessions to new joiners
  • Deliver technical knowledge transfer to external teams based on their skills and requirements
  • Create job aids and maintenance operation procedures (MOPs) for internal team members and customers
  • Implement, demonstrate and deliver solutions remotely or onsite
  • Handle technical escalations and issues escalated by team members
Required Skills and Qualifications
  • 5-8+ years of experience in Genesys Cloud, preferably in the contact center industry
  • Minimum 5-7 years' experience with other telephony platforms
  • Implementation experience on telephony, contact center, integrations, reporting, text and speech analytics, quality management, call routing, performance management, email, chat, social, co-browse, interactive voice response, voice and digital bots, and app foundry partners
  • Understanding of Genesys products with multiple use cases across various industries
  • Able to create private and public SIP trunks with multiple carriers and third-party ACDs
  • Familiarity with ITIL model of service delivery and understanding of SLAs and contracts
  • Exposure to supporting global customers and working in a 24/7 environment
  • Able to secure contact center platforms using security techniques in PCI and HIPAA environments
  • Knowledge of Genesys Cloud in multiple regions/continents utilizing Global Media Fabric
  • Able to act as subject matter expert for software engineers and business users for effective integration and implementation with Genesys products
  • Knowledge of APIs and ability to guide developers with recommendations
  • Networking skills including 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
  • Familiarity with Genesys Cloud integration with Active Directory, known CRM and ERP solutions
  • Knowledge of ITIL model of service delivery, understanding of SLAs and support contracts
  • Able to support global customers and working in a 24/7 environment

This is an exciting opportunity for individuals who are passionate about technology and customer satisfaction.

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