Genesys Cloud Contact Center Tier III Engineer - Brezo Technical Solutions Pvt. LTD - Remote | Dice.com

Brezo Technical Solutions Pvt. LTD

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Genesys Cloud Contact Center Tier III Engineer

Remote • Posted 60+ days ago • Updated 13 days ago

Contract Independent

Contract W2

No Travel Required

Remote

Depends on Experience

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Job Details

Skills

Genesys
Tier III
Contact Center
IVR
VoIP
CVP
CTI
ICM
CUCM

Summary

We re Hiring!

Join us for a long-term remote opportunity where your expertise truly makes an impact.

We re looking for a skilled Genesys Cloud Contact Center Tier III Engineer to be part of our team. This is a 12-month contractual role. Shift is 2 AM-12 PM ; Sun-Wed (4*10 hrs)

Qualifications: Bachelor s degree required or equivalent experience.

At least 8 years of hands-on configuration, implementation, upgrading/patching, and technical trouble-shooting support experience in voice, UC, Contact Center to include 5+ years working with Cloud Contact Centers with at least 2 years on Genesys Cloud. Contact Center certifications are preferred.

The primary focus of this role new Genesys Cloud platform; however experience with other Cloud CC platforms, CUCM, Unity, UCCE/PCCE are also desirable.

Job responsibilities and key requirements may include, but are not limited to, the following:

Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to Genesys Cloud CC.
Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.
Collaborate with other Tier IIs and Tier III Engineers to reach successful and timely resolution for all customer issues.
Conduct a warm handoff of unresolved issues or activities in progress at shift changes.
Proactive Monitoring and Analysis of Genesys Cloud Infrastructure
Support after hours maintenance on Contact Center
MACD and Service Request Support
System level changes and maintenance
Problem Management support including post-mortem reports and analysis
Analysis of service infrastructure using specialized tools and systems
Perform system and database backup and recovery
Circuit outages; work with carriers to resolve circuit issues
Daily/night health checks on all systems as applicable
Troubleshoot user outages related to Genesys Cloud CC platforms
Assist Networking group in troubleshooting network related VoIP and CC outages
Perform System upgrades and transformations to Genesys Cloud
Manage/assist with service disruptions
Integrated third party application support
Configuration Management support i.e. Finesse application, perform installation of call agent
Install Genesys Cloud CC System patch applications
Scripting for Genesys Cloud call routing
Manage Genesys Cloud CC contact service queue creation, configuration, outage response, application management, user license installations
Troubleshoot and solve call flow issues affecting various CC and UC platforms
As requested, develop architectural modifications to network based on mission requirements
Maintain documentation for systems and data center environment
Provide timely and thorough escalation support to Tier IIs and escalate to Tier IVs as appropriate
Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control and Testing

Performance Tuning, System Optimization and Capacity Planning (lab) Reporting- resolution status updates
Understand and support Genesys Cloud IVR applications in accordance with client requirements. Develop and write necessary code to integrate Cisco UCCE/PCCE with other API s, CTI screen pop, Finesse gadgets, IVR database dips.
Strong familiarity with CVP scripting and an experienced development background

Responsible for implementation (build) of a variety of voice patterns including Contact Center applications and peripherals.
Experience administering, engineering, deploying, troubleshooting, and supporting all components of Genesys CloudCC including CVP & ICM scripting.
Database/SQL skills/Custom Reports
Ability to work independently and end with a strong sense of system ownership.
Firm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition management required.
Strong understanding of TCP/IP and ability to troubleshoot LANs and WANs required.
Experience with Cisco Voice platforms, Call Manager, Unity, VoIP gateway, SIP, ISDN PRI and dialing plans are all a plus.

Experience with monitoring, capacity planning, performance reporting, optimization and troubleshooting of enterprise deployment.
Strong work ethic, highly responsive, dependable, and self-directed, problem-solver that is fully committed to the designated shift.
Good team player that takes initiative and works collaboratively.
Resourceful and can identify issue to resolution and keep project moving forward.
Demonstrates strong oral and written communication skills, with the ability to communicate with discernment, sensitivity, technical topics to management and non-technical audiences, as well as interface with the customer daily.

Warm Regards,
Zahid H Ansary
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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90896322
Position Id: 8744667
Posted 30+ days ago

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Genesys Cloud Contact Center Tier III Engineer

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Zahid Ansary