The job holder will be responsible for installing, configuring and troubleshooting Genesys components and applications. Besides, Provide support for live projects through Service Edge.

Main responsibilities and duties

· Install and configure Genesys components.

· Provide maintenance and technical support for Genesys implementations through on-call and Service Edge platform.

· Investigate the quality of voice and data loss on network.

· Provide onsite support and implement change in request if needed.

· Generate out of the box reports.

· Configure and customize reports for customers.

· Assisting in technical documentation related to the project (SoW, Design doc, As-Built…etc)

· Assisting in gathering the requirements from the customer and turning it to requirement document.

· Opening cases with Genesys support including describing issues, collecting logs and provide all required information.

· Proper reporting for the implemented tasks.

Communications & Working Relationships

· Internal: Across technical teams.

· External: The technical focal point from customer side.

Job Requirements

Education background

· Computer Engineering or Computer Science

Technical skills

· Windows, Network, SQl, Linux, Voip

Experience (length & type/exposure)

· 1-3 years of experience.

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