This role is part of the L2 / L3 support for the customer with multicapacity skills in Contact Center technologies (ACD, Outbound, Recording, SBC, Collaboration tools..).
This role is critical as part of the contract to support customer and manage incident resolution and following tasks :
Level 2 incident management mainly for Genesys.
Out of business hours on call support.
Incidents escalation to manufacturer support.
Involvement in project handovers to support team.
Health checks and procedure definition.
Escalation requirements definition / verification for level 1 support team.
Definition / verification / update of the necessary documentation to provide CC&UC support.
Involvement in projects and deployments.
Advanced operation of contact centre platforms.
Improvement proposals in the support area.
Definition and assessment of the scope of evolutionary projects.
Delivery of evolutionary projects.
Documentation and hand over to support of the evolutionary projects delivered.
The key skills required for this role are :
Technical degree in telecommunications or computing.
At least 5 years of real experience implementing, integrating and supporting CC solutions, including networking devices, collaboration platforms and SBCs based on technologies such as Genesys, Verint, Avaya and or Nice.
Working knowledge of any major CC manufacturer.
Experience in supporting customers with Genesys technologies.
Experience in support processes like incident management and problem management.
Experience in supporting international customers.
Engineering experience to understand and evolve complex CC architectures.
Ability to manage engineering, implementation and support of new CC products and with third parties, and support / management.
Nice to have CC accredited credentials in Genesys Engage.