Senior VOIP and Genesys Engineer

Job Description

Main Responsibilities & Duties
• Responsible for Managing and operating all Cisco & Genesys contact center and all related
solutions and IVR software and third-party related application integrated with Cisco &
Genesys contact center.
• Managing daily operational work on Genesys components.
• Providing maintenance and technical support for Genesys systems and implement change in
request if needed
• Monitoring and analyzing the quality of voice and data loss on the network.
• Generate out of the box reports and Configure and customize business requested reports.
• Assisting in technical documentation related to the project (SoW, Design doc, As-Built...etc)
• Assisting in gathering the requirements from the customer and turning it into a requirement
document.
• Opening cases with Genesys support including describing issues, collecting logs and providing
all required information.

Job Requirements

Qualifications & Professional Experiences
• BSc/BA in Computer Science, Engineering or a related field.
• Genesys Cloud certified.
• General work experience in the Contact center/IPT field for minimum of 3-5+ years.
• Having Collaboration& Audio Video Skill set is added advantage
• Experience with – CUCM, CUSP, VGs, PGs, ICM System Administration,
• Genesys Pure Engage Contact center system experience including (Configuration Server, SIP
Server, MCP, GVP, Reporting, and Recording).
• UCCE Advanced Scripting, UCCE Advanced Reporting,
• Responsible for Change request, new features enablement related to Cisco & Genesys
Contact center, implementation related to new Cisco & Genesys Contact center features
including minor & major upgrades.
• Must have Operations experience in the following areas: Cisco UCCE, CUCM, HDS, Agent PG,
CVP PG, Media Routing PG, CVP OAMP, CVP
• Should have CCVP Certification or similar certificate.
• Linux experience and Active Directory and LDAP experience
• Experience in Java SE is a must and Java EE is a plus.
• Strong experience with Oracle DB and SQL.
• Solid experience in software development life cycle.
• Very good English - written and spoken