Genesys Support

7 days ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

**Role Title: Genesys Support**
**Job Type: 6 months extendable contract**
**Work Mode: Work from home**
- Research, plan and implement Voice projects and communicate to all Business stakeholders.
- Be proactive and identify, troubleshoot voice and contact center issues.
- Configure new tools, process and workflows to meet business needs
- Coordinating telecommunications changes with corporate users
- Maintain documentation for all telecommunications systems / devices
- System capacity planning - Trunking, ports, and licenses
- Work and troubleshoot on internal Telecommunication ticket system
- Work with business stakeholders and vendors
- Manage cloud-based telecom infrastructure, SIP trunks, WebRTC, Toll-free numbers etc
- Have excellent interpersonal skills and work closely with and share knowledge with wider teams
- Experience managing Session Border Controllers (SBCs)
- Experience with Unified Communications & Collaboration platforms (Microsoft Teams)
- Be part of the Voice on Call Rota

**Knowledge and Skills Required**
- Third level degree in a related discipline required.
- Minimum 2 years working with Genesys Cloud Products
- Genesys cloud certified Professional (GCP-GC) is highly desirable.
- Knowledge of Avaya would be advantageous.
- Excellent communication skills, both verbal and written
- Experienced in Genesys Architect, WFM, QM, Reporting, Chatbots and CRM systems.
- Experienced in ACD, call centre environments.
- Good working knowledge of TCP/IP, DHCP and QoS
- Good working Knowledge of Telephony infrastructure - SBCs, POTS, ISDN, PRI, voice channels
- SIP troubleshooting experience
- Equipped to work as part of a geographically dispersed team to meet aggressive goals
- Ability to meet predetermined deadlines with shifting priorities
- Excellent organizational skills
- Sharp attention to detail
- Ability to work independently with some guidance.
- Well versed in Microsoft Office products

**Job Types**: Full-time, Contract

Pay: RM7,000.00 - RM9,500.00 per month

**Benefits**:

- Health insurance
- Work from home

Schedule:

- Monday to Friday
- Night shift

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