Telecom Engineer- Genesys Cloud

3 days ago

Hyderabad, Telangana, India TP Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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 commitment

Roles & 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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