Telecom Engineer- Genesys Cloud & Avaya

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