Engineer – IT Telecommunication

Summary

Client: Leading government entity

As an experienced and passionate Genesys application engineer you will be responsible for the design, implementation, optimization, and support of Genesys contact center solutions. This will include collaborating with clients to understand their requirements, configuring Genesys platforms, integrating with third-party systems, and ensuring the seamless operation of contact center environments. You will collaborate with other teams and stakeholders, such as software engineers, data analysts, product managers, and customers, to troubleshoot and resolve any issues reported.

Responsibilities

Implementing, supporting, and maintaining Genesys contact center solutions, including Genesys Cloud, Engage, and PureConnect infrastructure and policies
Monitor and support to resolve Genesys contact center application incidents and events when reported
Manage Genesys contact center application infrastructure, including provisioning, configuration including IVR, ACD, call routing and omnichannel configurations, monitoring, backup, recovery, and troubleshooting
Conduct MACD changes & daily health check as per business requirements
Support to maintain and create Genesys contact center application documentation, technical procedures, and training materials
Mitigate Genesys contact center application security vulnerabilities in contact center application
Support workload and tasks of the team, ensuring timely and high-quality delivery
Troubleshoot and resolve issues related to Genesys contact center application systems as needed
Maintain the availability, reliability, security, and performance of Genesys contact center application systems, performing regular backups, restores, patches, upgrades, etc.
Participate in on-call rotation and after-hours support as needed
Integrate Genesys solutions with third-party applications such as CRM systems, telephony infrastructure, Gateway, SBC (such as Ribbon), AudioCodes, Oracle and other enterprise tools
Develop and customize IVR scripts, routing strategies, and reporting dashboards to meet client-specific needs
Provide Level 2/3 support for complex issues, perform root cause analysis, and implement corrective actions
Monitor system performance, identify bottlenecks, and implement solutions to enhance efficiency and scalability

Qualifications

Bachelor’s degree in computer science, Information Technology, or related field, or equivalent workplace experience.

Industry certifications such as Genesys Certified Professional (GCP), Genesys Engage Routing/IVR Certification and certifications in cloud platforms (e.g., AWS, Azure, GCP) are a plus.

Experience & Skills

At least 8+ years experience in Genesys contact center solutions application administration.
Experience in Genesys Cloud Architect, Composer, Designer, Workspace, GAX, CCPulse & Genesys Cloud CX Admin Portal
Experience with REST APIs, web services, webhooks, middleware platforms and integrating with enterprise applications
Experience in JSON, JavaScript, XML, Bash, or Python
Experience in end-to-end solution deployment, including design, configuration, testing, and post implementation support
Experience in integrating social media platforms such as Facebook Messenger, WhatsApp, Instagram, X (formerly Twitter), into Genesys Cloud CX or Genesys Engage
Perform daily Genesys contact center solutions application infrastructure task, ticket closing & health check.
Strong understanding of SIP, RTP, SBCs, and QoS for VoIP communication
Troubleshooting and resolving any issues reported
Exhibits customer-centric behaviour and is able to work as a team player
Good communication, collaboration, and ability to learn new skills and new products

Job Information

Job title:

Engineer – IT Telecommunication

Team:
Engineering

Location:
Dubai, UAE

Type:
Full time

Engineer – IT Telecommunication

Summary

Responsibilities

Qualifications

Experience & Skills

Job Information

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