Senior Telecommunications Analyst - Genesys

Global Payments Inc.


Date: 6 hours ago
City: Quezon City
Contract type: Full time
Description

ESSENTIAL FUNCTIONS

  • Provides Level and I and II technical support and becomes knowledgeable of more difficult problems and solutions by assisting management with the development, design and support of moderately complex telecommunication applications and systems to deliver Genesys voice and digital services across various applications securely (carrier routing, applications integration, network segmentation, network security, firewall traversal, and security monitoring). Assists with escalated issues requiring advanced/expert knowledge and experience with appropriate products.
  • Reviews work orders and assesses the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized
  • Initiates the development of records and reports for multiple telecommunications environments, software, hardware, circuits, configurations, inventory and billing. Develops project and incident status updates to business, vendors, and management as required
  • Understand and deliver simple call management functions of call routing for business as usual and disaster recovery operations
  • Guide vendor engineers, network analysts, and other corporate groups as needed and collaboratively works to provide solutions that benefit and meet business requirements enterprise wide
  • Participate in shift and on-call rotations as needed to provide 24/7 support coverage
  • Ability to communicate clearly with peers and other departments on telecommunications operational processes and technology

KEY COMPETENCIES

  • Genesys Cloud Voice, Avaya Aura core voice, Avaya Communication Manager, Avaya System Manager, Session Border Controller
  • Experience in multichannel Genesys applications (Voice, SMS, Chat, and Email)
  • Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.
  • Knowledge of the design and administration of IVRs
  • Working knowledge of Genesys and Verint WFO platform/infrastructure
  • Knowledge of SIP protocol implementation and support
  • Moderate knowledge of Scripting & Automation (Python, Powershell, or other scripting languages)

JOB COMPLEXITY

  • Works on complex issues where analysis of situations or data requires an evaluation of variable factors. Exercises judgement and consults team in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside their own area of expertise.

SUPERVISION

  • Determines methods and procedures on new assignments and may coordinate activities of other personnel.

Soft Skills

  • Excellent written and verbal communication skills
  • Exceptional interpersonal skills, with an emphasis on active listening and rapport-building
  • Strong documentation skills and the ability to present ideas in a user-friendly, business-oriented manner

Minimum Qualifications

  • Typically Minimum 5 Years Relevant Exp
  • Telecommunications infrastructures
  • Bachelor's Degree Computer, Electronics, Telecommunications Technology or equivalent college education, and/or the equivalent of training and experience
  • Genesys cloud CX certifications

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Specialist II General Ledger

Copeland, Quezon City
1 day ago
About UsWe are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology...

Senior Trainer

Home Credit Philippines, Quezon City
2 days ago
The primary role of this person is to be responsible for designing, delivering, and evaluating high-impact training programs that support both Home Credit CRM Telesales Transformation sales improvement and leadership development across the organization. This role ensures employees are equipped with the technical understanding of the company's offerings as well as the soft skills and leadership capabilities necessary for professional...

Human Resources Business Partner

Alorica, Quezon City
3 days ago
Partner with department leaders to understand business goals and align HR strategies to support them.Provide guidance and input on workforce planning, succession planning, and organizational development.Act as a trusted advisor to management on HR policies, talent management, employee relations, and performance management.Analyze HR metrics and trends to develop solutions, programs, and policies.Drive initiatives focused on employee engagement, retention, and culture.Support...