IT Voice Engineer - Genesys Cloud

Hammerjack Pty Ltd; Taguig; On-site; PHP 420,000 - 620,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an IT Voice specialist to support and maintain Genesys PureCloud and Interactive Intelligence technologies, manage incidents, and drive smooth migration projects.

You will ensure platform performance, document processes, and assist with SIP phones installation and troubleshooting, reading logs to identify root causes and communicate with vendors.

Qualifications

• Hands-on troubleshooting of Genesys PureCloud and on-premises solutions.
• Experience with migration/implementation of Genesys PureCloud is a plus.
• Knowledge of call flows, inbound/outbound campaigns, recordings and monitoring.
• Basic knowledge of gateway configuration, SIP Trunking and dial plans.

Responsibilities

• Day-to-day support and maintenance of Genesys PureCloud and Interactive Intelligence platforms.
• Migration and implementation of Genesys PureCloud solutions.
• Create and update documentation and knowledge bases.
• Install and troubleshoot SIP IP phones.

Skills

Genesys PureCloud

On-prem Genesys

Troubleshooting

Call flows & campaigns

VOIP & SIP

Education

Computer-related degree

Job description

Core Responsibilities:

• Day to day support and maintenance of Genesys PureCloud Solution and Interactive Intelligence Technology
• Migration and implementation of Genesys PureCloud Solution
• Creation of Documentation and Knowledge bases
• Installation and basic troubleshooting of SIP IP Phone
• Responsible for managing incident and request on a daily basis depending on the criticality / urgency of the ticket raised.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.

Qualifications:

• Hands on experience on troubleshooting both Genesys on premise and PureCloud solutions
• Experience on migration and implementation of Genesys PureCloud is a plus but not mandatory
• Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Basic knowledge on Gateway configuration and Genesys SIP Trunking 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
• Knowledge on VOIP Protocols and SIP
• Any computer related courses graduate
• Minimum 2 years experience as IT Voice