Genesys L3 SME

There is No Sponsorship provided by the client.

Job Description:

Specifics to position:

• Plans, designs, documents, and implements Genesys Cloud CX solutions for projects, Microsoft Teams Voice telephony expansion planning and integration with corporate tools, setting day 2 support guidance and strategy.
• Identifies and evaluates new technology for Voice Services, adding capabilities, and enhancing existing telephony systems to automate processes.
• Reviews platform setup to comply with major regulations or directives like GDPR, MIFID2, PCI, ADPPA, DoT.
• Works with telephony platforms or service providers, telecom carriers on new implementations and services optimization.
• Implements disaster recovery procedures to make telephony platforms redundant and tests business continuity plans.
• Mentors and trains Voice Services team on technical guidance.
• Works call center and back-office telephony platforms major incident and request tickets: perform identification and diagnosis, analysis of root cause with following resolution.
• Performs L3 on-call support.

What you will need to succeed:

• 8+ years of design or administer call center environments with demonstrated in-depth Genesys Cloud CX mastery.
• Extensive knowledge of call center environments and routing with specific knowledge and developer experience in Genesys Cloud CX call center applications, call routing, IVRs;
• Genesys CX Professional and Developer certifications preferred.
• Experience in Teams Voice Cloud configuration and troubleshooting.
• SIP trunking with carriers and between voice applications solid experience, and understanding PRIs, T1/E1, VOIP, MPLS.
• Global dial-plan management and normalization to E.164.
• Basic networking, firewalls, virtual environment principal understanding.