Genesys Support Engineer
10 hours ago
Job Summary:
We are looking for a highly skilled Genesys Support Engineer with hands-on experience in managing and troubleshooting Genesys voice infrastructure. The ideal candidate will have deep expertise in Genesys Trunks, Media Regions, WebRTC, and Genesys Voice, along with a strong ability to resolve voice quality issues, number connectivity problems, and caller ID display concerns.
Key Responsibilities:
- Configure, monitor, and troubleshoot Genesys Trunks, Media Regions, and WebRTC components.
- Provide support for Genesys Voice platform including call routing, media handling, and endpoint connectivity.
- Investigate and resolve voice quality issues, including jitter, latency, and packet loss.
- Diagnose and fix number connectivity problems across carriers and platforms.
- Ensure accurate Caller ID display across various call scenarios and endpoints.
- Collaborate with network, telecom, and application teams to ensure seamless voice operations.
- Maintain system documentation, configuration records, and troubleshooting guides.
- Participate in incident management, root cause analysis, and continuous improvement initiatives.
Required Skills & Qualifications:
Strong hands-on experience with:
Genesys Trunks (SIP, TDM)
- Media Regions and media server configuration
- WebRTC integration and troubleshooting
Genesys Voice platform (Cloud or On-Prem)
Proven ability to handle:
Voice quality issues (MOS scoring, packet analysis)
- Number connectivity across global carriers
Caller ID display configuration and troubleshooting
Familiarity with networking protocols (SIP, RTP, TCP/IP)
- Experience with Linux/Windows environments, basic scripting (Shell, PowerShell)
- Knowledge of monitoring tools (Wireshark, RTMT, Genesys Pulse, etc.)
- Excellent communication and documentation skills
Preferred Qualifications:
- Genesys certifications (GCP Voice, GCA, etc.)
- Experience with cloud platforms (AWS, Azure)
- Exposure to ITIL processes and ticketing tools (ServiceNow, Remedy)
- Understanding of telecom regulations and number portability
Education:
- Bachelors degree in Computer Science, Information Technology, Electronics, or related field (or equivalent experience)
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