Telecom Support Engineer

Job Title: Telecom Support Engineer

Job Description

Genesys Cloud implementation and Support

• 5+ years of experience in Contact center/outsourcing industry.

• In depth knowledge and implementation experience with Genesys CX Cloud platform including but not limited to IVR, Routing, Recording, Reporting, WEM.

• In depth knowledge and experience integrating Genesys Cloud with other cloud provider CRM and WFM applications such as Salesforce and Verint.

• In-depth understanding of Genesys architecture for all mentioned components.

• Understanding of Genesys HA architecture, including functionality of related 3rd party components.

• Strong experience with Genesys Cloud products. Good knowledge on Omnichannel & Digital eServices (Email, Chat, SMS).

• Knowledge of WebRTC technology and experience working on WebRTC based platforms.

• Good knowledge and understanding of SIP protocols.

• Knowledge on recording platforms such as Verint and Nice.

• Ensure the availability and integrity of the Concentrix Voice Network and Genesys Cloud Org.

• Receive, analyze, monitor, and resolve voice network problems in accordance with published Service Level Agreements.

• Coordinate and work with users, clients, equipment vendors, and network carriers for on-call repair and testing of network services.

• Analyze network failures, isolate and repair or re-route network problems, in a timely manner. Where required, performs root cause analysis and documents the remedial actions.

• Assist in maintaining system databases, i.e., circuit inventory, toll free number, and configuration records, etc.

• Develop customer and vendor relationships.

Location: BRA Sao Paulo - Rua Achilles

Language Requirements:

Time Type: Full time

2025-06-19

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