Genesys Contact Center Engineer

Genesys Contact Center Engineer

Extelligence is an intelligent partner that goes the extra mile. We provide customized information management solutions for major industries. Our team in Prague and Bucharest is working with international companies, transforming, and adding value to their business on a daily basis. We are growing quickly, and we are interested to bring more talented individuals into our team. 

Responsibilities & Qualifications:

  • Resolving incident cases.
  • Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
  • Incident tracking to ensure continuity across shifts.
  • Vendor management with PSTN Service provide, OEM for resolution of tickets.
  • Coordination of communication bridges during major outages
  • Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service, etc).
  • Adhering to defined SLAs
  • Handling tickets / requests
  • Troubleshooting technical issues
  • Report regularly concerning key

Skills required:

  • Good understanding of SIP Protocols, Genesys Framework and Architecture
  • Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
  • Good troubleshooting experience in Genesys infrastructure.
  • Good understanding of the following Genesys Products
  • Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.
  • SBC Management
  • Trunks, E1/ T1(CAS, CCS), SIP etc.,
  • Gateway protocols: SIP and MGCP
  • Good ITIL Knowledge – Incident, Change & Configuration Management
  • 3-4 Years of University education post High school (B.Sc. or Diploma)
  • Preferably 2+ Years of alert monitoring/management experience.
  • Should be aware of ITIL’s Incident, Change and Problem management module.
  • Should have worked in high pressure work environments and ability to multitask.
  • Basic understanding of L1 support, experience of working on Network data and Voice landscape.
  • Excellent Verbal and written communication skills in English

Certifications:

  • GCA (Mandatory)
  • ITIL Foundation (Preferred)

Job Location:

  • Remotely in Poland, Spain, Romania, Lithuania

Working with Extelligence:

  • We take care of the important things that matter to contractors, for example, we guarantee on-time payment for your work. You will never have to chase us for payment.
  • We always seek to have long term relationships with our team and we always seek to offer opportunities to extend cooperation beyond the first contract or project.
  • Extelligence is a multicultural team, we have more than 10 different nationalities working with us.
  • We also organize events to bring our team together including team building activities and social events.
Job Type: Contract
Job Location: Remote

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