Job Title

Senior Consultant VoiceJob DescriptionResponsible for exceptional client service that cannot be resolved by Tier 1 support by providing technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).Primary Roles & Responsibilities:Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network and connectivity issues. Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner. Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis. Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.Escalate irresolvable issues requiring manufacturing or carrier services support assistance within prescribed service levels and procedures to complete problem resolution.Monitor service desk tickets assigned to Tier 2 team, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities. Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics. Installation, configuration, and administration of Genesys Engage (on-prem / cloud) componentsManage SIP Server, T-Server, Config Server, URS, Stat Server, GVPPerform troubleshooting of call routing, agent login issues, and reporting discrepanciesWork on IVR flow configurations and routing strategiesSupport upgrades, patches, and system health checks.Analyze logs and resolve incidents within SLACoordinate with telecom/vendor teams for trunk and routing issuesGenerate and validate reports from Genesys Info Mart / Pulse / CMS (if integrated)Perform DR testing and system validationProvide L2/L3 production support Required SkillsStrong knowledge of Genesys Engage ArchitectureExperience in Call Routing & Strategy DesignerUnderstanding of SIP, VoIP, and CTI integrationsHands-on experience with:T-ServerSIP ServerConfig ServerURSStat ServerBasic knowledge of Linux/Windows server administrationSQL knowledge for report validationLog analysis and troubleshooting skillsAccountability Preferred SkillsExperience with Genesys Cloud CXKnowledge of GVP (Genesys Voice Platform)Integration experience with CRM (Salesforce, etc.)Exposure to reporting toolsEducation / Experience RequirementsBachelor’s Degree in Engineering, Information Technology or related, preferred; or relevant experience.10+ years of technical support experience in a support center environment, Technology Services or Managed Service Provider industry experience required.Genesys Cloud CX Certified Associate, Genesys Cloud CX Certified Professional,Genesys Cloud CX Developer Certification,Genesys Cloud CX Data & Analytics Certification Supervisory ResponsibilityThis position has no direct reports.