Sr. Telecom Engineer

Central Genesys Cloud Team ibex. is an elite CX outsourcer for the world’s startups, scale-ups, and blue-chips. We build powerful customer engagement & insight solutions to help protect client investment, mitigate financial & operational risk, and accelerate ROI.

Responsibilities

• Genesys Cloud Engineer, you will play a crucial role in designing, implementing, and maintain 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.
• Job Responsibilities Identifies, examines, and resolves moderately complex problems with business communication systems.
• Provide high level of technical consultation support to customers across globe.
• Provide 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.
• Require to work with all stakeholders & partners supporting end-user installations, configuration & programming changes.
• Deliver process Training/KT’s new joiners.
• Deliver technical KT to external teams depending upon skills & requirements.
• Create Job Aids, MOP for internal team members & customers on demand.
• Remote/Onsite Implementation, demonstration and delivery of the solution.
• 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.
• Must be able to escalate when required within Partners Support to avoid downtimes.

Requirements

• About You Should have 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.
• Must have understanding on Genesys products with multiple used cases for multiple industries.
• Should be able 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.
• Must be able to secure Contact Center platform using several Security techniques in a PCI and HIPAA environments.
• Able to proactively plan capacities, based on business requirement, and able to provide the Flawless Design in a dynamic way.
• Must have the knowledge on Working of Genesys Cloud in multiple regions/continents utilizing Global Media Fabric.
• Must be able to act as SME for software engineers and business users, for effective integration and implementation with Genesys products.
• Must have knowledge on APIs with ability to Guide Developer with recommendations.
• 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.
• Must have knowledge on Genesys Cloud Integration with Active directory, any known CRM and known ERP Solutions.
• Must know about ITIL model of service delivery, understanding of SLA’s and Support Contracts.
• Must be able to support global customers, working in 24*7 environment.