Genesys Engineer
Full Potential Solutions, Inc
- Pasig, Philippines27th Floor, Ortigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
The Genesys Engineer position requires the technical knowledge of communication infrastructure design requirements. Knowledge of industry standards for designing, engineering, installing, maintaining and testing telecommunications equipment and applications. S(he) will lead the troubleshooting, analyzes logs, and tracks the nature and resolution of technical problems.
The Genesys Engineer is also responsible in establishing and maintenance of user accounts, profiles, file sharing, access privileges and security; performs daily back-ups, researches, monitors, troubleshoots and resolve telephony problems.
Major Duties and Responsibilities
- Provide collaborative approach in the design, implementation, support and maintenance of Genesys application.
- Design, configuration, maintenance, and support of IVRs and call flows both for new and existing users.
- Provide consultation to different departments about current features of the VoIP system (Genesys).
- Isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
- To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.
- To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
- Analysis of call logs to discover any underlying issues or trends.
- Adhere strictly to Service Level Agreement on ticket resolution.
- Analyze business requirements from a Call-Center point of view.
- Proactively monitors the system utilization to ensure that the voice infrastructure is working optimally and capture potential issues before business impact is realized.
- Perform other related support duties, as requires by the company.
Minimum Qualifications
- 2-3 years of working knowledge and experience of Genesys application, SIP server, HA architecture, Voice routing, OCS and Genesys reporting.
- Knowledge of Genesys/Asterisk call routing management
- Strong troubleshooting skills
- Ability to work in a fast-paced, team-oriented environment.
- Strong attention to detail
- Strong problem solving & analytical skills
- Strong ability to adapt to change
- Experience with the following products, technologies, and environments: Genesys, Asterisk, SQL, SIP, RTP.
- Experience with Java, Nuance or other ASR, and Genesys VoicePortal.
Stay Safe, Stay Home. Amidst the enhanced community quarantine in Luzon, the entire FPS Manila Community is under work from home setup. All hired during this time will require the ability to work from home. The office-based setup will resume dependent on the organization direction in the future.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- Robinsons Cyberscape Gamma, Pasig City