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Job Description
Title: Genesys ( Cloud & Pure connect) System Engineer
Category : Senior or med-level
Job Roles
- Installation, Testing & commissioning of Genesys contact center solutions well as managing any changes/modifications to existing implementations to completion.
- Supporting Maintaining Genesys infrastructure, with developments and modifications to real time systems.
- To go through technical design & SOW of Genesys Solution for our customers.
- Provide the complete service interface with the clients / stakeholders and the management.
- Provide Level 1&2 support for problem Analysis and resolution to the problems to meet the SLA timelines and first time resolution target.
Job Requirements
Job Requirements
Second level support for engineers in Operation Team.
- Genesys solutions implantation & operation support
- High level of technical Skills in PureConnect platform – Customer Interaction Center Platform, Customer Interaction Center Dialer, Interaction Optimizer, Interaction Recorder, Interaction Analyzer, Interaction Center Administrator, Interaction Center Reporting, Interaction Center Handler Developer
- High level of Integration skills with SBCs - Cisco Voice Gateways, Alcatel PBX/ OXE etc
- High level of Genesys Cloud components ( Data Actions , Outbound Dialer . Reporting , Recording , Architect , Scripts . Chat widget and social Media )
- Coordinate the technical design of new and enhanced CTI system solutions
- Creation and maintenance of relevant documentation
- Support Genesys contact center training to Business and Technical users
Technical Qualifications ( Preferred )
- Technical Genesys Certification
- CCNA R&S.
- Microsoft Windows Server
- Database (Microsoft SQL is preferred)
- High Knowledge of VoIP technology
- CRM & APIs
Industry
- Information Technology & Services
- Telecommunications Engineering
