UnisysSenior Genesys Voice Network Engineer
What success looks like in this role:
Responsible to support Telecom infrastructure and associated technologies in scope.
• Provide support for the Global Contact Center ACD.
• Provide support for the audio/Video conferencing
• Ensure video conferencing endpoints are operational and up to date.
• Provide Global Call Recording/Archive System.
• Provide support for the CTI environment.
• Provide support for the reporting environment.
• Provide support for other telephony adjuncts and emerging technologies as they are implemented.
• Respond to user trouble tickets related to Cloud Contact center within service levels.
• Active participation and coordinate testing and support of Cloud Contact Center Disaster Recovery plans.
• Provide support to all IP phones, IP softphones, Video endpoints
• Coordination/monitoring of vendor maintenance requests and activities.
• Work with communications carriers and technicians to resolve carrier problems.
#LI-CM1
You will be successful in this role if you have:
6+ years Voice & Cloud Contact Center Technologies Support Service.
3+ years Cloud Contact Center as a Service – Nice InContact, 8x8, Ringcentral , Amazon Connect, Genesys Cloud CX, Five9.
On Premise Cloud Contact Center Technologies – Avaya, Cisco, Genesys
SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers.
Basic understanding of Network Infrastructure Design and monitoring.
Ability to work in a 24x7 Support environment.
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