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Genesys Pure Cloud Engineer

Black Box - Sydney, NSW

Source: uWorkin


Why work for AGC Black Box?

AGC Networks including Black Box is a leading digital technology solutions provider, having expertise in architecting, deploying, managing and securing customer IT and communications infrastructure.

AGC Networks (AGC) is a Global Solution Integrator representing the world’s best brands in Unified Communications, Data Center & Edge IT, Cyber Security (CYBER-i) and Digital Transformation & Applications to evolve the customer’s digital landscape. AGC’s ability to tailor solutions across quadrants is strengthened through delivery of seamless customer support services. AGC is the customer’s trusted go-to technology solution integrator to architect, deploy, manage and secure their IT environment through customized solutions and services that accelerate their business.

Our presence across USA, Europe, Middle East, Africa, Singapore, Australia, New Zealand and Philippines serving over 8000 + Global customers.

What we need?

· Be involved in the technical delivery of Contact Centre projects

· Serves as resident expert for PureConnect capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artefacts for implementation

· Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis on Genesys Contact Centre Technologies.

· Leverage your experience and knowledge of Contact Centers, Genesys and related contact center technologies

· Analyze, troubleshoot and resolve technical issues

· Document and test solutions, leading testing activities as required

· Liaise with customers in both technical and business level discussions

· Assist the rest of our support team, where possible

· Be available for after-hours issue escalation and/or participate on rostered 24x7 support

· Have the ability to rise to a challenge

Desired Skills and Experience? 

· 5+ year's work experience in a similar role

· A comprehensive knowledge of SIP

· A comprehensive knowledge of Routing and IVR

· Exposure to or working knowledge of networking and unified communications and contact Centers highly desirable

· Genesys Pure Cloud or Pure Connect certifications.

· Audiocodes or Oracle SBC certification is well regarded;

· Support implementations of supplementary project work across existing Genesys PureConnect and Genesys Cloud engagements

· Ability to multi-task across multiple projects and engagements, in line with customer expectations

· An understanding of TCP/IP networking

· Exceptional Troubleshooting skills

· Outstanding verbal and written communication skills with the ability to interact with customers at all levels.