senior Technical Support EngineerGenesys

Job Title: Senior Technical Support Engineer
Department & Team: Customer Care - Customer Success PureEngage
Reports to: Technical Support Manager
Location: Manila, Philippines
Primary Duties and Responsibilities:
Attempt to isolate, reproduce, and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions, and all relevant data.
Participate in the creation of Knowledge Base articles, solutions, and other related support collateral.
To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.
To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
Participate in a shift and 'on-call' roster as necessary, to provide support coverage outside of standard business hours.
Perform other related support duties, as required by the company.
Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
Required Qualities:
Good interpersonal and communication skills, both orally and written
Excellent problem determination and problem-solving skills
Must be able to work and cope under pressure on limited timelines
Required Skills:
Advanced SIP (Session Initiation Protocol) troubleshooting and implementation
Outbound Dialer
Call flow design, script, and routing strategy
VOIP/Packet troubleshooting using Wireshark
Networking Skills (TCP/IP, OSI Layers)
Operating systems: Windows Server/Linux/CentOS/RedHat
Nice-to-have-skills:
Knowledge in Genesys contact center environment (SIP Server, URS, ORS, OCS, etc.)
Interaction Routing (Dial plan, Interaction routing strategies/applications, etc.)
Knowledge about PBX, IP-PBX, IVR
Databases: MS SQL, Oracle
Programming & Scripting knowledge and experience (C, JavaScript, ECMAScript)
Web Technologies: HTTP, SOAP, JSON, XML/SCXML/VXML, web servers (IIS, Apache/Tomcat)
CRM knowledge: Salesforce, Microsoft Dynamics 365, SAP, Siebel
Cloud Platforms: AWS and Azure
Containerization: Kubernetes, Docker, Helm
Job Location
Manila, Philippines
Position Type
Full-Time/Regular
#LI-RS1
Covid-19
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a ServiceSM, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit .
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Genesys

Manila City, Metro Manila
Permanent
Full-time