The Telecom Engineer is responsible for configuring and supporting Genesys Cloud and Telephony, focusing on overall improvement and support of the Genesys Cloud platform. This role involves working with business and IT teams to maintain high interaction and satisfaction, and recommending and implementing technical solutions to meet business objectives.
Key Responsibilities:
Administer and support Genesys Cloud solutions.
Analyze, plan, evaluate, implement, and validate Contact Center solutions for Voice, Omnichannel, Quality & Enablement products.
Develop and maintain integration and cloud solutions.
Diagnose issues through root cause analysis, involving customer dialogue and system research.
Troubleshoot and support Genesys products.
Develop and support complex Contact Centre solutions with web services.
Conduct technical knowledge transfer sessions for staff.
Contribute to the Genesys contact center switchover to production state.
Collaborate with IT and operations teams to integrate Genesys Cloud with other systems and applications.
Career Level Expectations:
Five years of Contact Center experience.
Three years or more experience with technologies like Genesys Cloud, WEM, and Teams Telephony.
Required Skills/Experience:
Bachelor's degree.
Experience in designing and implementing RESTful API/Web Services.
Working knowledge of Cloud Technologies (Genesys Cloud Foundry, AWS).
Strong analytical, communication, organizational, and problem-solving skills.
Ability to analyze and solve IT problems through reasoning and innovative thinking.
Excellent verbal and written communication skills.
Proficient in MS Office (Word, Excel, PowerPoint) and tools like Skype and Microsoft Teams.
Preferred Requirements:
Master's degree.
Three years or more experience with technologies like Genesys Cloud, WEM, and Teams Telephony.
Knowledge of VoIP, IVR, Video Conferencing, mobile technologies, and CTI systems.
Working knowledge of Server 2008/2012/2016, SQL Server, and Microsoft Office Suite (Excel, Word, Visio, Access, Teams, PowerPoint).