Tech lead Voz y Contact Center Genesys Avaya
Core
Technical lead for voice and Contact Center operations, coordinating on-site N2 teams and escalating critical incidents for clients and manufacturers.
Role type
Senior technical lead (Voice & Contact Center)
Builds
Voice and Contact Center solutions using Genesys and Avaya platforms
Domain
Telecommunications / Contact Center
Deliverable
dashboards & analysis
Required skills
Genesys Cloud administration, Avaya administration, SIP protocols, voice codecs, network security, dashboard design, KPI management, troubleshooting tools
Preferred skills
Conversational English, Genesys/Avaya/Verint certifications, H.323 knowledge
Technologies
Genesys Cloud, Avaya, Wireshark, Nmap, Splunk, Burp, Telmex, Alestra, Verint
Responsibilities
Coordinate on-site N2 team, escalate critical incidents, design dashboards, manage KPIs, troubleshoot platform issues
Seniority
Senior, hands-on IC with leadership responsibilities
