Senior Telecommunications Support Engineer with Genesys Cloud (f/m/x)

Sii Poland; Kraków; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Great Place to Work

Profit sharing

Internal trainings

Team events

Learn from experts

Accessible management

MySii app

Stable finances

Job summary

Sii Poland in Kraków is seeking an experienced Telecommunications Support Engineer to join the CTO Connectivity Department. You will provide end-user IT services support 24/7, troubleshoot issues, coordinate with stakeholders, and contribute to service improvements.

The ideal candidate has 5+ years in supporting contact center infrastructure, strong knowledge of Genesys Cloud SIP/Engage, Oracle SBC and Oracle Enterprise Manager, and advanced English.

Qualifications

• Minimum 5 years of experience in supporting contact center infrastructure.
• Advanced understanding of Genesys Cloud SIP, Genesys Engage, Oracle SBC, and Oracle Enterprise Manager.
• Strong troubleshooting experience with Genesys Cloud and other cloud-based contact center platforms.
• Familiarity with ITIL Incident, Change, and Problem management activities and best practices.
• Available to work from the Kraków office.
• Advanced level of English.

Responsibilities

• Troubleshooting and diagnosing technical issues to restore IT services.
• Resolving incidents within SLAs.
• Collaborating with Incident Management to escalate problems and lead operational recovery.
• Verifying resolutions with end-users and ensuring incidents are resolved.
• Monitoring capacity, performance, and availability using monitoring tools.
• Interacting with third-party vendors to facilitate resolutions.
• Creating knowledge articles and training junior colleagues and end users.
• Driving continual service improvements across support processes.

Skills

Genesys Cloud SIP

Genesys Engage

Oracle SBC

Oracle Enterprise Manager

ITIL processes

Troubleshooting

English proficiency

Tools

Monitoring tools

Job description

We are looking for an experienced Telecommunications Support Engineer to join our fast-growing business within the CTO Connectivity Department. As part of a global team, you will provide essential end-user support, ensuring that IT services operate smoothly 24/7 throughout the year. Your role will involve troubleshooting and resolving technical issues, coordinating with various internal and external stakeholders, and contributing to the continuous improvement of our services.

Your tasks

• Troubleshooting and diagnosing technical issues to restore failed IT services
• Resolving incidents within the specified service level agreements
• Collaborating with the Incident Management team to escal problems and lead technical operational recovery
• Verifying resolutions with end-users and ensuring assigned incidents are resolved
• Monitoring capacity, performance, and availability using monitoring tools
• Identifying problems and interacting with third-party vendors to facilitate resolutions
• Creating and submitting knowledge articles while providing training to junior colleagues and end users
• Driving and tracking continual service improvements across the support processes

Requirements

• Minimum 5 years of experience in supporting contact center infrastructure
• Excellent understanding of Genesys Cloud SIP, Genesys Engage, Oracle SBC, and Oracle Enterprise Manager
• Strong troubleshooting experience with Genesys Cloud and other cloud-based contact center platforms
• Ability to manage multiple technical priorities and ensure success in each
• Familiarity with ITIL's Incident, Change, and Problem management activities and best practices
• Available to work from the Kraków office
• Advanced level of English

Job no. JOB-CB86A

Sii ensures that all hiring decisions are made solely on the basis of qualifications and competence. We are committed to equal and fair treatment of all, regardless of legally protected characteristics. At Sii, we promote a diverse and inclusive work environment, in full compliance with applicable anti-discrimination laws.

Benefits For You

• Great Place to Work
• Solid financial situation
• Contracts with the biggest brands
• Centre of internal trainings
• Many experts you can learn from
• Open and accessible management team
• Profit sharing
• Passion Sponsorship program
• Regular integration events and trips
• Comfortable and well-equipped offices
• MySii app