Senior, Genesys/IVR Engineer
Job Description
<strong>Purpose of the job</strong><p><br></p>we are looking for a Genesys Technical Support Engineer to join our technology contact center support team, who will help us working on the on-going support of a migration projects<p><br></p><strong>Duties And Responsibilities</strong><p><br></p><ul><li>Maintain contact center platforms and recommend new technologies/advancements that will enhance the platform.</li><li>Design and implement new contact center platforms</li><li>Design, develop, test, and promote code to address new business requests and support ongoing needs for the contact center, including the ongoing development efforts for the voice platform</li><li>Provide production support for issues raised as a result of client feedback</li><li>Lead voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions</li><li>prepare and produce releases of software components to meet business requirements/needs</li><li>Supports users and assists in troubleshooting by developing documentation and self-help tools</li><li>Develop alerting tools to aid in efficiently troubleshooting errors/issues</li><li>Manage and work with various infrastructure teams, vendors, and peers</li><li>Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform<br></li></ul><p><br></p><strong>Job specification</strong><p><br></p><strong>Education</strong>:<p><br></p><strong>Required Qualifications</strong><p><br></p><ul><li>Bachelor’s degree in computer science or related field</li><li>3+ or more years of telecommunications/voice technical experience</li><li>Experience with Genesys contact center technology platforms</li><li>Expert in VoIP Protocols SIP/SIPREC/RTP and troubleshooting</li><li>Expert in Genesys Contact Center and dial plan session management and routing</li><li>Experience in Java SE is a must and Java EE is a plus.</li><li>Strong experience with Oracle DB and SQL.</li><li>Solid experience in software development life cycle<br></li></ul><p><br></p>10+ Years experience in Telecom operator<p><br></p><strong>Preferred Qualifications</strong><p><br></p><ul><li>Agile/SAFe environment</li><li>DevOps / SRE<br></li></ul><p><br></p><strong>Communication Skills:</strong><p><br></p><ul><li>Excellent written and verbal communication skills with the ability to present complex technical information of the platform in a clear and concise manner to executives and non-technical leaders.<br></li></ul>
