Position Desired: Unified Communications Engineer

Job Description

As Unified Communications Engineer, you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy

A SNAPSHOT OF YOUR ROLE

• Knowledge and experience of Genesys application like routing, SIP server, OCS and reporting
• Provide collaborative approach in the design, implementation, support and maintenance of Genesys/Segue/Asterisk/Routing Server/3CX and integrations as part of Unified Communications Team.
• Design, configuration, maintenance, and support of IVRs and call flows both for new and existing customers.
• Providing consultation to business departments about current features of the VoIP system (Genesys)
• Expert technical knowledge of communications infrastructure design requirements.
• Knowledge of industry standards for designing, engineering, installing, maintaining and testing telecommunications equipment and applications.
• Proactively coming up with improvements
• Cooperating with business process team to prepare business requirements
• Responsible for managing call center infrastructure.
• Translating business requirements into technical documents that can serve as guides for the software developer including end client.
• Adhere strictly to Service Level Agreement (SLA) on ticket resolution.
• Analyze business requirements from Call-Center point of view.
• Maintains mission critical voice network devices running on 24/7 and adjunct services at maximum uptime for Acquire and clients voice network infrastructure.
• Leads the troubleshooting, analyzes logs, and tracks the nature and resolution of problems Vendor management
• Reports and escalates any issues and problems observed in telephony systems to Service Desk and Incident Management team.
• In-depth experience in the operations and maintenance of Genesys Platform
• Proactively monitors the system utilization to ensure that the voice infrastructure is working optimally and captures potential issues before business impact is realized
• Establishes and maintains user accounts, profiles, file sharing, access privileges and security; performs daily backups; researches, analyses, monitors, troubleshoots and resolves data network problems; develops, maintains and implements network support, and archiving procedures.
• Providing expert-level Service Administration support for Acquires omni-channel infrastructure and related services.
• Support the sales process in providing subject matter expertise as to capabilities, effort estimates and solutions architecture
• Extensive experience in the design and modification of telecommunications systems with the ability to interpret, apply and translate manufacturer’s technical specifications, documentations and requirements into requests for proposal and work orders.
• Responsible for the physical and logical deployment and troubleshooting voice services & equipment
• Writes or drafts technical documentation, reports, articles, RFOs, or other communications to internal and external customers and associates.

A BIT ABOUT YOU

• College degree in a related course (Computer Science, Computer Engineering, Electronics and Communications engineering, etc…)
• Knowledge and experience Genesys 8.x Framework, SIP Server, HA architecture, Voice Routing, OCS and Genesys Reporting (Interactive Insights and Infomart)
• Knowledge of Genesys/Segue/Asterisk/Freeswitch/3CX Call Routing Management
• Working knowledge of SQL
• Deep understanding of OSI network layer.
• Professional knowledge and experience in SIP and RTP
• Linux and Windows server platform knowledge – RHEL and Windows 2012 R2
• Strong Troubleshooting skills. - Logs and Packet capture
• Infrastructure Implementation of Changes, Releases and Upgrade
• Genesys Certified Professionals have an advantage
• Ability to follow, document, and maintain standard procedures.
• Superior analytical and problem-solving abilities with keen attention to detail.
• Ability to respond to requests for technical assistance via phone and through other electronic means.
• Technical discipline to effectively perform routine assignments; as well as applied knowledge of established procedures, policies and practices.
• Ability to diagnose the cause of a problem in a complex environment and provide effective solutions quickly.
• Interpersonal and communication skills necessary to train others in computer system.
• Ability to simplify complex technical terms when assisting end-user.
• Ability to communicate problems with supervisors as they become known.
• Ability to meet deadlines
• Able to react to change productively and handle other essential tasks as assigned.
• Excellent written and verbal communication skills including interpersonal / customer service skills
• Must possess a strong commitment to high-quality customer service and solid work ethic
• Exceptionally self-motivated and directed with ability to set and manage priorities judiciously.
• Ability to provide Acquire BPO customers with outstanding customer care and service at all times.
• Willing to work variable shifts including evening, weekends and public holidays.

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