Senior Systems Engineer - IT Service Management

Job Responsibilities:
* Work on BAUs (Incidents and Requests) of various projects located across regions as per agreed SLA.
* Troubleshooting of WebRTC clients / BYOC trunks / SIP / Voice Quality and coordinate with relevant stakeholders/Vendors until the issue gets resolved.
* Communicate to Lead(s)/Manager(s) about escalated/recurring issue(s) and work with the team for fix/permanent solutions.
* Change Management: Implement/Configure LLD as per business requirements (Trunks/Call flows/Contact center parameters).
* End user Training: Address end user queries related to various Contact Center parameters/performance reports of Genesys cloud and training requests.
* Documentation: Ensure to maintain records, Project documentation, Creation / amendment of User guide/Troubleshooting guide.
Nice to have skills:
* Work experience of AI and Automation using Genesys cloud.
* Work experience of various CRM integrations like (ServiceNow, Salesforce, etc.) with Genesys cloud.
* Work experience of international Contact Center clients.
* Work experience of other CCaaS platforms.

Skills required:
* Work experience on Genesys PureCloud voice {Contact Center}.
* Work experience on call flow .
* Work experience on GCV and SIP BYOC carriers.
* Knowledge / Work experience of Genesys APIs
* Good communication (Written and Oral).