Job Description
Our client, a large global MNC is currently looking for an experienced Genesys Support Engineer to join their team in Hong Kong.
Responsibility:
Your role will involve providing high-level technical support and assisting in the development of solutions/fixes and support to the networks, infrastructure, products and services supplied at vendor Genesys PureCloud platform and those operated by the company
- Undertake Genesys PureCloud Support duties covering Incident Management, Service Provisioning & Activation, Proof of Concept Testing, Change Management and Service Improvement & Reporting etc.
- Subject Matter Expert on Genesys PureCloud
- Acts effectively an interface with Genesys PureCloud OEM who provides services supporting the offerings to the markets.
- Provide expert support to assist L1 Helpdesk staff in initial problem diagnosis and Familiarization with L2 support.
- Coordinate change management activities across all partners and communicate change windows and maintenance periods to affected users.
- Engage and collaborate with various internal teams including tier 3 support, IP planning, IP engineering team and Service Desks.
- Work closely with resolver groups to take incidents to closure.
- Provide support for upgrades, releases, Software & Hardware.
- Review PureCloud Services Subscriptions on a period basis.
- Provide emergency support outside office window as required.
- Continual improvements of the Processes and Capability.
Requirement:
- Diploma / Degree in Computer Science, Network Engineering, Information Technology, or related disciplines. Genesys/CISCO/Juniper Certifications
- At least 2 years of experience in Supporting Genesys PureCloud (must have) , Cloud infrastructure or related enterprise environment.
- Experience with Cloud related solutions like Genesys PureCloud, AWS, MS Azure, or Google Cloud.
- Cloud Certifications of Genesys Cloud Associate Certificate (GCA) and Genesys Cloud Professional Certificate (GCP) are preferrable. Other Cloud-related Certifications AWS Cloud Practitioner or Solution Architect or Microsoft Azure Solution Architect etc, will also be considered.
- Sound Knowledge in VOIP technologies – SIP/SDP/RTP protocols, Voice Quality Metrics and Skills in Voice tools – Wireshark, Cisco Jabber phone etc.
- Technical Skills Needed:
- Contact Center
Genesys PureCloud
Genesys Framework
IVR
Agent Queue
Call Center Architecture
Agent Queue
IVR
Supplementary services including CLI, Call Forward…etc.
IP/TDM Network Devices/Equipment (Good To have)
VOIP Protocols: (Good To have)
TDM Voice: (Good To have)
Interested parties, please click "Apply" to complete the application process. You can also reach Sowmyah at 3915 0285 for confidential discussion.