General Summary
The Voice Engineer is responsible for designing, configuring, deploying and supporting the companies Genesys Cloud voice communication infrastructure. He/she must ensure that service is continuous and uninterrupted by proactively identifying and resolving potential issues. He/she must provide a full range of support in rapidly troubleshooting and resolving performance problems, as needed. This individual is also responsible for configuring and optimizing all telephony systems and services across Prometric's global estate spread across the US, EMEA and APAC regions.
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 Rota
Knowledge and Skills Required
- Third level degree in a related discipline required.
- Minimum 2 years working with Genesys Cloud Products
- Genesys cloud certified Professional (GCP-GC) is highly desirable.
- 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 centre 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
- Equipped to work as part of a geographically dispersed team to meet aggressive goals
- Ability to meet predetermined deadlines with shifting priorities
- Excellent organizational skills
- Sharp attention to detail
- Ability to work independently with some guidance.
- Well versed in Microsoft Office products
