Job Title

CGS is looking for the talented Genesys Cloud Engineer with successful track records and knowledge, supporting global contact centers and telecommunication implementation.Required Skills and Roles/Responsibilities:At least 10+ years of experience and holds the expert knowledge in Genesys Cloud, Avaya, and other major vendor solutions.Knows how to design telephony and contact center architectures in consideration of both data and security technologiesHands-on experience in capable of configuring and troubleshooting the contact center platform with minimal oversight and supportKnowledge on SIPS/SIP, H323, PRI(T1/T3/E1/E3), WebRTC, and SRTP/RTPIVR scripting with Audio files, ASR, TTS, NLPKnowledge and implementation experience on Conversational AI, Speech and Text Analytics/AIExperience working with carrier and related knowledge such as TDM switching, SIP and IP trunking, Network IVR, SS7, and Toll-free/DIDAPI or RPA-based integration experience with other platforms such as Salesforce and ServiceNowImplementation experience on Omni-Channel (Chat, Co-Browse, SMS, Email, Social Media)Experience with WFM and QM operationsExperience supporting the recording solutions (Audio and Screen capture) and storagePublic / Private / Hybrid Cloud knowledge and experience for SaaS (CCaaS) with cloud providers Azure, AWS, and/or GCP.Support of softphone in VDI environments such as VMware, Horizon etcThe candidate understands SOP and has experience providing technical support in the global organizationCoach and mentor peers and junior resources.This position often requires interaction with customers and build confidence in pre- and post-production activities.Desired Skills and Experiences:Knowledge and skills on SBC (Ribbon, Acme Pcaket / Oracle, Audio Codes, Broadsoft, Cisco) and GatewayExperience supporting the global organization with different languages and time zones.Awareness of compliance requirements such as 27001, SOC Type II, GDPR, PCI, HIPAA, and FedRAMPExperience with VoIP and/or remote monitoring solutions