Sr Staff Engineer-IT

Core Responsibilities:

• Day-to-day support and maintenance of Genesys PureCloud Solutions
• MACD on Genesys, including call flows, SIP trunks etc
• Act as L3 support during issues and drive towards resolution
• Work with various internal external application teams on integrating their platform with Genesys
• Migration and implementation of Genesys PureCloud Solution
• Monitor project progress and adjust as necessary to ensure successful project delivery.
• Creation of Documentation and Knowledge base
• Responsible for managing incident and service requests
• Manage and coordinate team activities, working closely with different support groups.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
• Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.

Skills and Experience:

• Hands on experience on troubleshooting Genesys PureCloud solutions
• Good knowledge of APIs and integrating with 3rd party applications.
• Experience in migration and implementation of Genesys PureCloud
• Strong understanding of business requirements and ability to convert to solutions.
• Knowledge of Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Good knowledge of Gateway configuration and Genesys SIP Trucking and Dial Plans.
• Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
• Can explain the issue clearly to the Vendor and provide necessary information correctly if the Vendors need it
• Knowledge of network routing, VOIP Protocols, SIP Responses, Handshake communication etc.