Genesys Telephony Support Engineer
- Specialism:
- Executive Search
- Job Type:
- Permanent
- Location:
- London, City
- Salary:
- Competitive
- Date Posted:
- 14-Jun-2010 04:34 PM
The Engineer position is to provide day to day operational support for the company's Genesys application and operations of related platforms. This includes but not exclusive to: the technical review and oversight of network/system changes; analysis and resolution of escalated troubles/issues from all Business Areas. They will also provide leadership in the development of operational procedures, support tools and utilities. This person will be responsible to manage special projects as is deemed necessary. The ideal candidate will have a high personal level of excellence and the ability to assess situations quickly and understand the business requirements. Provide overall 3rd level of support for all Genesys Services including both routing and reporting elements and development of support documentation for routine and troubleshooting processes.
Responsibilities will also include supporting the company's VoIP deployment, problem issue resolution, trouble ticket follow-up, vendor escalations, provisioning and system updates to ensure high network availability. This position fulfils a support role within the Telecoms team by meeting core performance objectives and by addressing network trouble and deployment issues quickly and effectively.
Requirements:
The skills experience and knowledge required to be considered for this position include (items are required unless noted otherwise)
-Solid experience in supporting a large diverse multiple-location and multi-technology Genesys/Telecommunications environments
-Expert levels of problem solving and analytical ability to analyze complex detailed network structures
-Demonstrated hands-on experience with Genesys Enterprise Routing and Reporting.
-Working experience with the following: Genesys v7.6 and higher, Nortel CS1K range (Opt11c -> 81c) CS1kE, and CCMS 6.x
-Must be able to work anywhere in the EMEA region at short notice.
Job Duties and Responsibilities:
-Provide advanced support for Genesys related issues.
-Work with equipment vendors to develop and resolve strategic and architectural issues that arise.
-Perform in-depth troubleshooting (analysis isolation and resolution) of escalated network events and customer troubles.
-Analyze network support requirements and aid in the development and deployment of support tools to improve/expedite issue resolution deployment and troubleshooting.
-Produce maintain and update written procedures as required
-Identify preventative maintenance routines and interact with other company teams.
