Telecom Engineer II

4 weeks ago

Gurgaon, Haryana, India NCR Corporation Full time

About NCR VOYIX

NCR VOYIX Corporation is a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. With a presence in 35 countries, we offer innovative technology solutions to enhance customer experiences.

As a member of our Telecom Engineering team, you will be responsible for designing, engineering, implementing, and supporting Genesys cloud infrastructure in a global multi-location contact center, corporate, and branch office environment.

Key Responsibilities:

  • Technical leadership, design, support, project management, and deployment of Genesys solutions and supporting call center applications.
  • Implementation of technical projects to reduce costs, improve services, or provide innovative business solutions consistent with business strategies.
  • Engineering, configuration, installation, maintenance, and upgrade of the company's Genesys PureCloud environment, supporting applications, and cloud configuration.

Requirements:

  • Three years' experience with voice infrastructure design and support in a Genesys environment with scripting and advanced features.
  • Genesys support, design, and implementation with general telephony engineering, technical project management, and leadership.
  • Experience with multi-site configurations in system engineering and administration roles.
  • Telecom engineering, including VoIP design and architecture.

Primary Technical Skills:

  • 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.

Secondary Technical Skills:

  • 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:

  • General Attributes: (Strong written, verbal, MS-Office Application skills).
  • Adept at reading, writing, and interpreting technical documentation and procedure manuals.
  • Excellent Client Relations Skills.
  • History of leading technical delivery and design capabilities.
  • 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 from an accredited college or university in computer science, information systems, engineering, or a mathematics-intensive discipline, or equivalent work experience.

Work Conditions:

Occasional on-call and weekend support availability when necessary.

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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