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

Sii Poland; Kraków; On-site; PLN 90,000 - 150,000; Full time

Benefits offered by this job

Medical care

Profit sharing

Great Place to Work

Centre of internal trainings

Open management

Job summary

Sii Poland is seeking an experienced Telecommunications Support Engineer to join the Kraków office. You will provide end-user support for IT services 24/7, troubleshoot issues, and coordinate with internal and external stakeholders to maintain service availability.

You will work with Genesys Cloud SIP/Engage and Oracle SBC/Enterprise Manager in a global team, applying ITIL practices and contributing to continual service improvements. English fluency is required.

Qualifications

• 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.
• Familiarity with ITIL's Incident, Change, and Problem management activities and best practices.

Responsibilities

• 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 escalate 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.

Skills

Genesys Cloud

Genesys Engage

Oracle SBC

Oracle Enterprise Manager

ITIL Incident/Change/Problem

Incident management

Cloud contact center

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 escalate 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
• Medical care