POEA Job Position: MIG Senior VOIP and Genesys Engineer

Location: Saudi Arabia

MAIN RESPONSIBILITIES & DUTIES
  • Responsible for Managing and operating all Cisco & Genesys contact center and all related solutions and IVR software and third-party related application integrated with Cisco & Genesys contact center.
  • Managing daily operational work on Genesys components.
  • Providing maintenance and technical support for Genesys systems and implement change in request if needed
  • Monitoring and analyzing the quality of voice and data loss on the network.
  • Generate out of the box reports and Configure and customize business requested reports.
  • Assisting in technical documentation related to the project (SoW, Design doc, As-Built..etc)
  • Assisting in gathering the requirements from the customer and turning it into a requirement document.
  • Opening cases with Genesys support including describing issues, collecting logs and providing all required information.

QUALIFICATIONS & PROFESSIONAL EXPERIENCES

  • BSc/BA in Computer Science, Engineering or a related field.
  • Genesys Cloud certified.
  • General work experience in the Contact center/IPT field for minimum of 3-5+ years.
  • Having Collaboration & Audio Video Skill set is added advantage
  • Experience with CUCM, CUSP, vGS, PGS, ICM System Administration,
  • Genesys Pure Engage Contact center system experience including (Configuration Server, SIP Server, MCP, GVP, Reporting. and Recording)
  • UCCE Advanced Scripting, UCCE Advanced Reporting.
  • Responsible for Change request, new features enablement related to Cisco & Genesys Contact center implementation related to new
  • Cisco & Genesys Contact center features including minor & major upgrades.
  • Must have Operations experience in the following areas: Cisco UCCE, CUCM, HDS, Agent PG, CVP PG
  • Media Routing PG. CVP OAMP, CVP Should have CCVP Certification or similar certificate.
  • Linux experience and Active Directory and LDAP experience Experience in Java SE is a must and Java EE is a plus.
  • Strong experience with Oracle DB and SQL. Solid experience in software development life cycle.
  • Very good English – written and spoken.

EMPLOYMENT TYPE

  • Full-time.
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