Genesys Engineer

6 months ago

Hyderabad, India Ivy comptech Full time

About The Role

Purpose of Role:

Our firm seeks a knowledgeable, talented, and industrious senior voice engineer who will work alongside the IT support team to ensure maximum performance of a high traffic voice and chat infrastructure while maintaining system integrity. Internal networks include communication systems, including voice & chats. Provides reliable, state-of-the-art communication services to the company with agreeable, helpful, and efficient as well as having in-depth knowledge of telecommunications with a focus on high-level design and planning. 

Primary Responsibilities:

Specific day-to-day responsibilities and milestones needed to achieve the objectives of the role ·need to support Customer Support users and troubleshoot all their VoIP/Chat issues within an entire organization/company Available as needed for escalation of support incidents and available for after-hours on-call support Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community and ability to communicate technical information to non-technical personnel. Follow standard processes and procedures Gather customers information and determine the issue by technically evaluating and analyzing the symptoms Harmonization of global communications (technical documentation & RFP management) Develop and implement standards, procedures and processes for the communication systems.  Provide custom development of CTI solutions within the Genesys CTI platforms Utilize experience of contact center systems such as multi-site call routing, ACD, IVR. Responsible for handling all the Genesys CTI implementations in Production Environment Documented and maintained VoIP infrastructure policies, procedures and other documentation

Occasional Responsibilities:

Ensure that telecommunication systems, processes and procedures are compliant with applicable regulations

Knowledge/Expertise/Qualifications:

Essential

Should have 2-3 years of relevant experience in Genesys Cloud technology (Operations) Working knowledge about configuring and troubleshooting on Genesys cloud solutions. Strong telecommunications experience in a large corporate environment. Experience in Routing application call flow development using architect. Experience in setting up customized reports and dashboards within Genesys Cloud. Experience on Integration of the Genesys Components with 3rd party applications like Avaya, Aspect, and Cisco. Prepare the Test cases and Test data for the new call flow strategies Have good knowledge on analysing SIP logs and able to fix the issue Should be able to Design, Implementing and maintaining of the Genesys Contact Center applications. Commendable knowledge on Networking, SIP, VOIP, H.323. Strong problem solving and analytical skills Strong team player. Capable of working together with team-members to come up with solutions to meet complex design challenges or random network issues. Experience implementing and maintaining call recording software such as speech minor and reporting tools such as CCPulse, Pluse, Informat, etc. Stakeholder management Excellent written and oral communication skills on technical level Driven, robust, self-motivated, delivery focused and able to withstand 24/7 pressure, and to challenge and be challenged Additional Information Not Specified

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