Purpose of the job

we are looking for a Genesys Technical Support Engineer to join our technology contact center support team, who will help us working on the on-going support of a migration projects

Duties and responsibilities

• Maintain contact center platforms and recommend new technologies/advancements that will enhance the platform.
• Design and implement new contact center platforms
• Design, develop, test, and promote code to address new business requests and support ongoing needs for the contact center, including the ongoing development efforts for the voice platform

• Provide production support for issues raised as a result of client feedback

• Lead voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions

• prepare and produce releases of software components to meet business requirements/needs

• Supports users and assists in troubleshooting by developing documentation and self-help tools

• Develop alerting tools to aid in efficiently troubleshooting errors/issues

• Manage and work with various infrastructure teams, vendors, and peers

• Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform

Job specification

Required Qualifications

• Bachelor's degree in computer science or related field
• 0-2+ or more years of telecommunications/voice technical experience
• Knowledge with Genesys contact center technology platforms
• Knowledge in VoIP Protocols SIP/SIPREC/RTP and troubleshooting
• Knowledge in Genesys Contact Center platforms & GVP and routing
• Knowledge in Java SE is a must and Java EE is a plus.
• Knowledge with Oracle DB and SQL.
• Knowledge in software development life cycle

Preferred Qualifications

• Agile/SAFe environment
• DevOps / SRE

\u200b\u200b\u200b\u200b\u200b\u200b\u200bCommunication Skills:

• Excellent written and verbal communication skills with the ability to present complex technical information of the platform in a clear and concise manner to executives and non-technical leaders.