Job Details
Skills And Tools:
Job Description
Job Description
POSITION SUMMARY: The primary purpose of this position is to support the technical components of the Genesys PureCloud environment for one of Sutherland’s premier clients located in Egypt. It is required that this candidate be fluent in both Arabic and English.
Genesys PureCloud is an easy-to-use cloud-based platform that helps connect with customers, manage relationships, see trends, and deliver real-time information to agents and employees. The candidate will be required to enhance, test and support the client’s instance of Genesys PureCloud. At times, the candidate will be the liaison between Sutherlands client and Genesys technical support. The candidate will need to be “on call” after hours to support operations in the event of platform outages or high visibility issues.
Job Requirements
KEY RESPONSIBILITIES:
Qualified individuals must have the ability to perform the following duties:
- Responsible for the support of the Genesys PureCloud platform for one of Sutherland’ premier clients. Must have experience working with Genesys PureCloud implementations.
- Strong knowledge of SIP from the carrier level. Must have experience working with local carriers, specifically Telecom Egypt, to troubleshoot connectivity and configuration issues. Strong knowledge of Genesys Edge Server, Oracle (Acme Packet) and TDM Gateways such as Audio Codes M3Ks and G450s.
- Ability to handle MACD requests.
- Understanding of the technical design and troubleshooting steps to support and test.
- Partners with the Business and Service Delivery team to assist with issue resolution of new Program solutions.
- Responsible for Engineering change documentation for Run books.
- Responsible for tracking and reporting on all MACD’s, enhancements, defects and outages.
- Partners with development/integrations team for platform support when needed.
- Develop testing solutions to provide proactive testing methodology
- Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
- Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
- Manages vendors on escalated issues and projects specific to your area of influence.
- Interacts directly with clients on items related to issues, problems, or overall design and is able to articulate technical terms to non-technical business people.
- Willingness and ability to cross train others in the varying technologies related to area of influence.
- Test and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.