IT Voice Engineer - Genesys Cloud

Core Responsibilities:

• Day to day support and maintenance of Genesys PureCloud Solution and Interactive Intelligence Technology
• Migration and implementation of Genesys PureCloud Solution
• Creation of Documentation and Knowledge bases
• Installation and basic troubleshooting of SIP IP Phone
• Responsible for managing incident and request on a daily basis depending on the criticality / urgency of the ticket raised.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.

Qualifications:

• Hands on experience on troubleshooting both Genesys on premise and PureCloud solutions
• Experience on migration and implementation of Genesys PureCloud is a plus but not mandatory
• Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Basic knowledge on Gateway configuration and Genesys SIP Trunking and Dial Plans.
• Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
• Can explain the issue clearly to the Vendor and provide necessary information correctly
• Knowledge on VOIP Protocols and SIP
• Any computer related courses graduate
• Minimum 2 years experience as IT Voice