Voice Engineer - Genesys L3
Omni Inclusive
Skill Last Used Experience in Years/month Hands on Exp.
Yes/No Genesys Cloud CX IVR Call Flows Development
Specifics to position:
Yes/No Genesys Cloud CX IVR Call Flows Development
Specifics to position:
- Plans, designs, documents, and implements Genesys Cloud CX solutions for projects, Microsoft Teams Voice telephony expansion planning and integration with corporate tools, setting day 2 support guidance and strategy.
- Identifies and evaluates new technology for Voice Services, adding capabilities, and enhancing existing telephony systems to automate processes.
- Reviews platform setup to comply with major regulations or directives like GDPR, MIFID2, PCI, ADPPA, DoT.
- Works with telephony platforms or service providers, telecom carriers on new implementations and services optimization.
- Implements disaster recovery procedures to make telephony platforms redundant and tests business continuity plans.
- Mentors and trains Voice Services team on technical guidance.
- Works call center and back-office telephony platforms major incident and request tickets: perform identification and diagnosis, analysis of root cause with following resolution.
- Performs L3 on-call support.
- 8+ years of design or administer call center environments with demonstrated in-depth Genesys Cloud CX mastery.
- Extensive knowledge of call center environments and routing with specific knowledge and developer experience in Genesys Cloud CX call center applications, call routing, IVRs;
- Genesys CX Professional and Developer certifications preferred.
- Experience in Teams Voice Cloud configuration and troubleshooting.
- SIP trunking with carriers and between voice applications solid experience, and understanding PRIs, T1/E1, VOIP, MPLS.
- Global dial-plan management and normalization to E.164.
- Basic networking, firewalls, virtual environment principal understanding.
Vacancy posted 23 hours ago
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