Telecoms Engineer

General Summary The Voice Engineer is responsible for designing, configuring, deploying and supporting the companies Genesys Cloud voice communication infrastructure. He/she must ensure that service is continuous and uninterrupted by proactively identifying and resolving potential issues. He/she must provide a full range of support in rapidly troubleshooting and resolving performance problems, as needed. This individual is also responsible for configuring and optimizing all telephony systems and services across Prometric’s global estate spread across the US, EMEA and APAC regions.Duties and Responsibilities Research, plan and implement Voice projects and communicate to all Business stakeholders.Be proactive and identify, troubleshoot voice and contact center issues.Ability to develop and deploy omnichannel flows (IVR, Chat, Email etc) in Genesys Cloud Architect.Configure new tools, process and workflows to meet business needsCoordinating telecommunications changes with corporate usersMaintain documentation for all telecommunications systems / devicesSystem capacity planning - Trunking, ports, and licensesWork and troubleshoot on internal Telecommunication ticket systemWork with business stakeholders and vendorsManage cloud based telecom infrastructure, SIP trunks, WebRTC, Toll-free numbers etcHave excellent interpersonal skills and work closely with and share knowledge with wider teamsExperience managing Session Border Controllers (SBCs) Experience with Unified Communications & Collaboration platforms (Microsoft Teams)Be part of the Voice on Call RotaKnowledge and Skills RequiredThird level degree in a related discipline required.Minimum 2 years working with Genesys Cloud ProductsGenesys cloud certified Professional (GCP-GC) is highly desirable.Knowledge of Avaya would be advantageous.Excellent communication skills, both verbal and writtenExperienced in Genesys Architect, WFM, QM, Reporting, Chatbots and CRM systems.Experienced in ACD, call centre environments. Good working knowledge of TCP/IP, DHCP and QoSGood working Knowledge of Telephony infrastructure – SBCs, POTS, ISDN, PRI, voice channelsSIP troubleshooting experienceEquipped to work as part of a geographically dispersed team to meet aggressive goalsAbility to meet predetermined deadlines with shifting prioritiesExcellent organizational skillsSharp attention to detail Ability to work independently with some guidance. Well versed in Microsoft Office products