MIG Senior VOIP and Genesys Engineer
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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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