Telecom Engineer- Genesys Cloud

14 hours ago

New Delhi, India TP Full time

Mandatory Technical Skills:- Experience administrating and supporting Genesys Cloud. - Exp in Inbound and outbound Call management on Genesys Cloud - Support and administration of Genesys Cloud that includes Move, Add, Change and delete administration of Users, Queues, Skills, call flow, roles and permissions. - Experience in understand and building flows within Genesys Cloud Architect - Good knowledge of Voice Networking, VOIP, and Contact center Technology, Application Networking, Voice Gateways, Gatekeepers, H323, IP Telephony etc. - Understanding & hands on experience of SIP Protocols, Avaya SBC - Experience of Avaya Voice Platform will be an added advantage. - Should have good troubleshooting and analytical skills. - Advanced IT-knowledge - Social competence and pronounced communication skills. - Independent working style and high commitmentRoles & Responsibilities:- Provide support coverage for multiple locations during designated shifts including night shift as needed. - Work in resolving tickets, outages and reported problems. - Participates and leads in Incident Management calls related to enterprise VoIP network infrastructure, troubleshoot, and provides evidence as required. - Create, Maintain, and Report on the Call Management System (ACD) including Call Vectors and Scripts. - Work with Third Party Providers to assist in Problem resolution of telecommunication Problems. - Troubleshoot and resolve customer requests, issues in line with customer agreements with agreed timelines. - Maintain and update voice network diagrams and vendor information for voice network devices Performs Root Cause Analysis - Should have focus on Change Management, Incident management, Problem Management. - Monitor health and performance to ensure continued, uninterrupted operation of the telephony systems. - Call Flow Design in interaction (ACD, CTI, IVR) for GENESYS Pure Cloud - Carrier Service Number Management - Responsible for ensuring the operational readiness of the IT and ACD networks via monitoring systems and UHDs - Extended fault processing (equivalent to 2nd level support of manufacturers) of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems - Comply with the ratios/objectives established in the service (KPI, SLA, SolveIT)Educational Background:- Bachelor's Degree in IT / Computer Studies or Engineering & Management or similar education - Certification ITIL V3 Foundation

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