IT Voice Administrator

HRTX; Philippines; On-site; PHP 446,000 - 725,000; Full time

Job summary

HRTX is seeking an experienced Genesys PureCloud Specialist to provide day-to-day support and maintain PureCloud solutions for our clients in the Philippines.

You will lead migration and implementation projects, monitor progress, and ensure timely delivery while creating documentation and a knowledge base for end users and support teams.

As the primary contact for stakeholders, you will coordinate cross-functional teams and regularly review platform performance to maximize user satisfaction.

Qualifications

• Hands-on troubleshooting of Genesys PureCloud solutions.
• Experience migrating and implementing PureCloud projects.
• Understanding of call flows, campaigns, call recordings, and monitoring.

Responsibilities

• Provide day-to-day support and maintenance of Genesys PureCloud.
• Migrate and implement PureCloud solutions.
• Monitor progress and ensure on-time project delivery.
• Create documentation and knowledge base.
• Manage incidents and service requests.
• Coordinate team activities with cross-functional groups.
• Conduct regular platform reviews for performance and user satisfaction.
• Serve as the primary point of contact for stakeholders.

Skills

Troubleshooting PureCloud

Migration & implementation

Call flows & campaigns

Gateway configuration

Network & VOIP basics

Tools

Genesys PureCloud tooling

Job description

• Day to day support and maintenance of Genesys PureCloud Solutions
• 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.

Qualification

• Hands on experience on troubleshooting Genesys PureCloud solutions
• Experience on migration and implementation of Genesys PureCloud
• Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Good knowledge on 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 on network routing ,VOIP Protocols, SIP Responses, Handshakecommunication etc.