Overview:

Associate Telecom Engineer is client facing role, responsible for supporting Central
Genesys cloud/telephony operations across contact centers. As a member of the Genesys
Cloud team, the engineer's duties include serving as the point of contact for all telephony
inquiries or issues. The position involves administration, troubleshooting, and addressing
day-to-day operational challenges while collaborating with relevant technical teams.

Responsibility:

• Assist in the configuration, setup and deployment of Genesys cloud contact center
solution
• Acting as POC for daily telephony issues and concerns.
• Supporting Telephony Operations as Tier-2 and Tier-3.
• Troubleshooting day-to-day operational issues with respect to Genesys
cloud and its integrated platforms.
• Coordinating multiple tasks or problems with other teams globally.
• Ensuring problem resolutions within SLA boundaries.
• Performing Genesys cloud changes and administering cloud as per Standard
procedures.
• Tracking daily tasks, change requests and projects work for productivity.
• Preparing and maintaining accurate system and client documentation.
• Supporting multiple platforms and expand knowledge as per job requirement.
• Supporting Telephony Projects
• Fulfilling relevant project roles as per assignments.
• Meeting project milestones / deadlines.
• Providing daily / weekly status reports for on-going project
• Able to proactive close tickets assigned with accurate information.
• Able to generate multiple required reports from multiple systems

Education criteria:

ª Certification or Trainings in Genesys cloud (preferred)
ª Additional courses in Telephony / VoIP (Plus)

ª Engineering graduate or BS degree in IT or Telecom.

Other Skills:

• Conceptual understanding of telecommunication principles, including VoIP (Voice over
Internet Protocol), SIP (Session Initiation Protocol), and Contact Centers as Service model.
• Excellent time management and multi-tasking skills.
• Communication abilities, Strong problem-solving skills to diagnose and resolve
technical issues related to Genesys Cloud platform configuration, performance, and
integrations.
• Flexibility and availability for working any time of day and any day of week (bulk of the
work will be during nighttime)
• Willingness to adapt to new technologies, tools, and methodologies in the rapidly evolving
field of telecommunications and contact center solutions.
• Proactive in seeking opportunities for continuous learning and skill development
• Ability to work collaboratively with cross-functional teams, system administrators, and
project managers, to ensure successful implementation and operation of Genesys Cloud
solutions