Telecom Support Engineer

Concentrix - CA; São Paulo; Presencial; BRL 30.000 - 70.000; Tempo integral

Resumo da oferta

Uma empresa inovadora está à procura de um Engenheiro de Suporte em Telecomunicações com experiência em implementação e suporte da plataforma Genesys Cloud. O candidato ideal terá mais de 5 anos de experiência na indústria de contact center e será responsável por garantir a integridade da rede de voz, resolver problemas de rede e desenvolver relacionamentos com clientes e fornecedores. Se você tem um forte conhecimento em tecnologias de comunicação e um desejo de trabalhar em um ambiente dinâmico, esta pode ser a oportunidade perfeita para você. Junte-se a uma equipe que valoriza a inovação e a excelência no atendimento ao cliente.

Qualificações

• 5+ anos de experiência na indústria de contact center/outsourcing.
• Experiência em implementação da plataforma Genesys CX Cloud.

Responsabilidades

• Garantir a disponibilidade e integridade da rede de voz e da organização Genesys Cloud.
• Analisar e resolver problemas de rede de voz de acordo com os SLA estabelecidos.

Conhecimentos

Genesys CX Cloud

IVR

Routing

Recording

Reporting

WEM

Salesforce

Verint

WebRTC

SIP protocols

Descrição da oferta de emprego

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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