Telecom Support Engineer (Genesys Cloud) - Bilingual
Core
Ensure the availability, performance, and integrity of the Concentrix Voice Network and Genesys Cloud environment to power exceptional customer experiences.
Role type
Telecom Support Engineer (Genesys Cloud)
Builds
Reliable voice and digital communication services for contact center operations
Domain
Contact Center Outsourcing / Cloud Telephony
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Genesys CX Cloud platform (IVR, routing, recording, reporting, WEM), Genesys Cloud architecture, SIP protocols, WebRTC, omnichannel environments (email, chat, SMS), CRM/WFM integration (Salesforce, Verint), root cause analysis, incident response
Preferred skills
Experience with recording platforms (Verint, NICE), circuit inventory management, toll-free number records
Technologies
Genesys Cloud, Salesforce, Verint, WebRTC, SIP
Responsibilities
Monitor and resolve voice network problems per SLAs, coordinate with vendors/carriers for on-call repair, analyze network failures and perform root cause analysis, maintain system databases, support troubleshooting across voice/SIP/WebRTC environments, partner with stakeholders for service restoration
Seniority
Mid-Senior, hands-on IC
