Senior Genesys Cloud Engineer

Job Description

4+ years of experience in Contact center/outsourcing industry.

In depth knowledge and implementation experience with Genesys CX Cloud platform including but not limited to IVR, Routing, Recording, Reporting, WEM.

In depth knowledge and experience integrating Genesys Cloud with other cloud provider CRM and WFM applications such as Salesforce and Verint

In-depth understanding of Genesys architecture for all mentioned components.

Understanding of Genesys HA architecture, including functionality of related 3d party components.

Strong experience with Genesys Cloud products. Good knowledge on Omnichannel & Digital eServices (Email, Chat, SMS)

• Ensure the availability and integrity of the Concentrix Voice Network and Genesys Cloud Org
• Receive, analyze, monitor, and resolve voice network problems in accordance with published Service Level Agreements.
• Coordinate and work with users, clients, equipment vendors, and network carriers for on call repair and testing of network services.
• Analyze network failures, isolate and repair or re-route network problems, in a timely manner. Where required, performs root cause analysis and documents the remedial actions.
• Assist in maintaining system databases, i.e., circuit inventory, toll free number, and configuration records, etc.
• Develop customer and vendor relationship.