Support Engineer – Genesys PureEngage (€650 Day Rate)

We’re seeking a Support Engineer – Genesys PureEngage, who will be based in our clients Dublin office.

Sound interesting? Here are some specifics of the role.  

· To provide assistance and guidance to the current technical team responsible for maintaining   the configuration of all the clients Genesys environments.

· Modifies Genesys system configuration based on business requirements and other factors.

· Isolate, reproduce reproducing and resolve problems using available systems and tools, and      investigate potential workarounds for verified defects.

· Deliver product and related technical training/mentoring to other Technical Support staff and   ensure that ‘knowledge transfer’ sessions are conducted.

· To interface with and monitor the activities of Tier 3 Support Level, where the problem cannot   be resolved at the Tier 2 Support level.

· Assist and provide timely and clear communication regarding application issues and  remediation efforts

· Provide guidance in planning and performing deployment of new contact center technologies   and upgrades.

· Coordinates and manages planned system maintenance and change control process.

· Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage throughout   the EMEA/APAC/US region.

· Perform other related support duties, as required by the client

· Oversee the delivery of RCA’s and contribute to internal post-mortem documents required.

· Provide updates to existing design documentation – addenda to the client’s technical   documentation (including, but not limited to: Tech Design Spec, As-Built or Run Book), and/or delivery of net-new design documentation for new features

What you will need to succeed:

· 8+ years designing or administrating call center environments with demonstrated in-depth Genesys PureEngage mastery.

· 4+ years’ experience in Genesys SIP

· 4+ years of experience with PureEngage

· The ideal candidate will have previous experience working in a very fast paced and dynamic environment.

· Extensive knowledge of call center environments and routing with specific knowledge and experience with Genesys call center applications and routing;

· Nice call recording software; and solid understanding of basic networking (Cisco); firewalls; server (Windows); VMWare; SAN (NetApp); and database technologies.

Requirements

· Formal education in Software Engineering and/or Telecommunication on a bachelor level or equivalent based on job experience

· VoIP software design and implementation experience

· Strong problem-solving and organizational skills

· Excellent verbal and written communications skills

· Ability to interact with other business professionals and team members in a professional manner

Day Rate- €650 per day.

If this sounds like the next step in your career then I want to hear from you now!! 

Call +353873364835 or e-mail cian.aylwardATingenio-global.com.