Bilingual Genesys Cloud Telecom Support Engineer

Convergys; Ciudad de México; Híbrido; MXN 480.000 - 720.000; Jornada completa

Descripción de la vacante

Concentrix is seeking a Telecom Support Engineer (Genesys Cloud) in Mexico City to ensure voice network availability and seamless omnichannel communications. You will diagnose, resolve, and prevent voice network issues while coordinating with clients, vendors, and internal teams to maintain high service levels.

The role requires strong Genesys Cloud experience, SIP/WebRTC knowledge, and a bilingual (English/Spanish) communicator ready to work onsite in Mexico City.

Formación

• 5+ years of experience in the Contact Center Outsourcing industry.
• In-depth knowledge and implementation experience with the Genesys CX Cloud platform, including IVR, routing, recording, reporting, and WEM.
• Experience integrating Genesys Cloud with cloud-based CRM and WFM applications such as Salesforce and Verint.
• Strong understanding of Genesys architecture across the listed components.
• Understanding of Genesys HA architecture, including the functionality of related third-party components.
• Strong hands-on experience with Genesys Cloud products.
• Good knowledge of omnichannel and digital eServices, including email, chat, and SMS.
• Knowledge of WebRTC technology and experience working with WebRTC-based platforms.
• Good knowledge and understanding of SIP protocols.
• Knowledge of recording platforms such as Verint and NICE.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work collaboratively with users, clients, carriers, and vendors in a service-driven environment.

Responsabilidades

• 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; perform root cause analysis and document remedial actions where required.
• Assist in maintaining system databases, including circuit inventory, toll-free number records, and configuration documentation.
• Develop and maintain strong customer and vendor relationships to support service delivery and issue resolution.
• Support troubleshooting across voice, SIP, WebRTC, and omnichannel environments to help ensure seamless communication services.
• Partner with internal and external stakeholders to drive effective incident response, service restoration, and ongoing operational improvements.
• Complete all assigned, mandatory training within the timeframe provided.
• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Conocimientos

Genesys Cloud

IVR

SIP

WebRTC

Omnichannel

Troubleshooting

Customer service

Herramientas

Salesforce

Verint

NICE

Descripción del empleo

Concentrix is seeking a Telecom Support Engineer (Genesys Cloud) in Mexico City to ensure voice network availability and seamless omnichannel communications. You will diagnose, resolve, and prevent voice network issues while coordinating with clients, vendors, and internal teams to maintain high service levels.

The role requires strong Genesys Cloud experience, SIP/WebRTC knowledge, and a bilingual (English/Spanish) communicator ready to work onsite in Mexico City.