Position: Bilingual L3 Genesys Cloud Support Engineer

Education requirements Any Graduate; Bachelor's degree in IT or related field is preferred Years of Experience 4-6 Years in Genesys Contact Center

Key Skill: Network voice, Genesis Cloud

Soft Skills requirements

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have good customer handling skills

Skills required

• Good understanding of SIP Protocols, Genesys
• Framework and Architecture
• Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
• Good troubleshooting experience in Genesys infrastructure.
• Good understanding of the following Genesys Products
• Design call-Flow Architect/ Script/ Data Actions/ Data table
• Integration with Salesforce, Genesys API’s , PCI PAL, GenAI
• Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.
• SBC Management
• Trunks, E1/ T1(CAS, CCS), SIP etc.,
• Gateway protocols: SIP and MGCP
• Good ITIL Knowledge – Incident, Change & Configuration Management

Role& Responsibilities

• Resolving incident case
• Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needes
• Incident tracking to ensure continuity across shifts
• Vendor management with PSTN Service provide, OEM for resolution of tickets
• Coordination of communication bridges during major outages
• Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc)
• Adhering to defined SLAs
• Handling tickets / requests
• Troubleshooting technical issues
• Ensuring that defined processes are adhered to
• Report regularly concerning key counters and measures of the voice network through health checks