Genesys Cloud Engineer (Contract)

Role : Telecoms Engineer (Genesys Cloud / Voice Engineer) - Hybrid

Basic Salary Range: RM 9,500 - RM 10,000

RM 400 Shift Allowance & RM 150 WFH Allowances Provided

Contract for 6 Months - Will absorb/renew based on performance

Working Hours: 11:30pm - 8:30pm MYT

Office location : Damansara Height, KL

Duties and Responsibilities

• Research, plan and implement Voice projects and communicate to all Business stakeholders.
• Be proactive and identify, troubleshoot voice and contact center issues.
• Ability to develop and deploy omnichannel flows (IVR, Chat, Email etc) in Genesys Cloud Architect.
• Configure new tools, process and workflows to meet business needs
• Coordinating telecommunications changes with corporate users
• Maintain documentation for all telecommunications systems / devices
• System capacity planning - Trunking, ports, and licenses
• Work and troubleshoot on internal Telecommunication ticket system
• Work with business stakeholders and vendors
• Manage cloud-based telecom infrastructure, SIP trunks, WebRTC, Toll-free numbers etc
• Have excellent interpersonal skills and work closely with and share knowledge with wider teams
• Experience managing Session Border Controllers (SBCs)
• Experience with Unified Communications & Collaboration platforms (Microsoft Teams)
• Be part of the Voice on Call Rot

Requirement:

• Minimum 2 years working with Genesys Cloud Products
• Genesys cloud certified Professional (GCP-GC) is required.
• Knowledge of Avaya would be advantageous.
• Excellent communication skills, both verbal and written
• Experienced in Genesys Architect, WFM, QM, Reporting, Chatbots and CRM systems.
• Experienced in ACD, call center environments.
• Good working knowledge of TCP/IP, DHCP and QoS
• Good working Knowledge of Telephony infrastructure SBCs, POTS, ISDN, PRI, voice channels
• SIP troubleshooting experience