Telecom Engineer II

2 weeks ago

Gurgaon Rural, India NCR Voyix Full time

About the job

TITLE: Telecom Engineer II(Genesys Purecloud).

Experience:2.0 Years-5.0 Years

Notice Period: Immediate-45 Days

LOCATION: Gurgaon, (Hybrid).


About NCR VOYIX Corporation

NCR VOYIX Corporation (NYSE: VYX) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR VOYIX enables nearly 550 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR VOYIX solutions run the everyday transactions that make your life easier.


Job Description:


As a member of NCR VOYIX Telecom Engineering team, the Genesys Telecom Engineer will have responsibility for monitoring, supporting, and handling incidents and requests of Genesys cloud infrastructure in a global multi-location contact center, corporate and branch office environment. Delivery of systems and technologies to enhance the customer experience through advanced technology development and execution on technology strategies for voice, data, and video services


Primary Skill Set:

· Experience with multi-site GENESYS PureCloud configurations for a multi-location contact center.

· Genesys Purecloud scripting and configuration experience

· Experience with Genesys Purecloud connectors to Salesforce and ServiceNow

· Experience with PureInsights reporting platform

· Experience with Genesys advanced features such as Workforce Management, Speech and Text Analytics, Chat, Email, Quality Management

· Configuration setup, Custom Reports (Rest API) Configuration setup, IVR, Interaction Routing, Work Force Management (WFM), Dialer, Scripter, Interaction with 3rd Party (Web Chat, Data DIP, Salesforce, Twilio etc.).

Secondary Skill Set:


· Data Networking (Genesys routing/switching, QOS)

· Monitoring and Reporting Applications

· Telecommunications: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols

· General Architecture (LAN/WAN Networks)

· Database - DB performance tuning




Non-Technical Skills:

- Experience:

o For Grade 10: Overall, 2-4 years of experience.


· General Attributes: (Strong written, verbal, MS-Office Application skills)

· Adept at reading, writing, and interpreting technical documentation and procedure manuals

· Excellent Client Relations Skills

· Good Mentoring Skills (technical and process)

· Extremely flexible, ability to form outstanding working relationships

· Skilled at working within a team-oriented, collaborative environment

· Highly self-motivated and directed

· Strong customer service orientation

· Proven analytical and problem-solving abilities

· Ability to effectively prioritize and execute tasks in a high-pressure environment

· Strong interpersonal and oral communication skills

· Ability to conduct research into hardware and software issues and products as required

· Ability to present ideas and solutions in user-friendly language to key project and management personnel.

Education:

Bachelor's degree in computer science, information systems, or engineering from an accredited college or university.

Work Conditions:

· 24x5 & weekend On-call support or 24x7 as required.


EEO STATEMENT:

Integrated into our shared values is NCR VOYIX's commitment to diversity. NCR VOYIX is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

STATEMENT TO THIRD PARTY AGENCIES:

To ALL recruitment agencies: NCR VOYIX only accepts resumes from agencies on the NCR VOYIX preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR VOYIX employees, or any NCR VOYIX facility. NCR VOYIX is not responsible for any fees or charges associated with unsolicited resumes.

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