Telecom Support Engineer (Genesys Cloud) - Bilingual

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Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

As a Telecom Support Engineer, you will play a critical role in supporting the availability, performance, and integrity of the Concentrix Voice Network and Genesys Cloud environment. This role is ideal for a technically strong, solution-oriented professional who thrives in fast-paced contact center environments and brings deep expertise in cloud telephony, troubleshooting, and platform integrations. You will help deliver reliable voice and digital communication services that power exceptional customer experiences.

Responsibilities

• Ensure the availability and integrity of the Concentrix Voice Network and Genesys Cloud Org.

• Receive, analyze, monitor, and resolve voice network problems in accordance with published Service Level Agreements.

• Coordinate and work with users, clients, equipment vendors, and network carriers for on-call repair and testing of network services.

• Analyze network failures, isolate and repair or re-route network problems in a timely manner; perform root cause analysis and document remedial actions where required.

• Assist in maintaining system databases, including circuit inventory, toll-free number records, and configuration documentation.

• Develop and maintain strong customer and vendor relationships to support service delivery and issue resolution.

• Support troubleshooting across voice, SIP, WebRTC, and omnichannel environments to help ensure seamless communication services.

• Partner with internal and external stakeholders to drive effective incident response, service restoration, and ongoing operational improvements.

• Complete all assigned, mandatory training within the timeframe provided.

• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications

• 5+ years of experience in the Contact Center Outsourcing industry.

• In-depth knowledge and implementation experience with the Genesys CX Cloud platform, including IVR, routing, recording, reporting, and WEM.

• In-depth experience integrating Genesys Cloud with cloud-based CRM and WFM applications such as Salesforce and Verint.

• Strong understanding of Genesys architecture across the listed components.

• Understanding of Genesys HA architecture, including the functionality of related third-party components.

• Strong hands-on experience with Genesys Cloud products.

• Good knowledge of omnichannel and digital eServices, including email, chat, and SMS.

• Knowledge of WebRTC technology and experience working with WebRTC-based platforms.

• Good knowledge and understanding of SIP protocols.

• Knowledge of recording platforms such as Verint and NICE.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to work collaboratively with users, clients, carriers, and vendors in a service-driven environment.

#LI-Onsite #Mexico #CostaRica #Colombia #GenesysCloud

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