JOB DESCRIPTION / ROLE
About the role
Purpose of the job
we are looking for a Genesys Technical Support Engineer to join our technology contact center support team, who will help us working on the on-going support of a migration projects
Duties and responsibilities
- Maintain contact center platforms and recommend new technologies/advancements that will enhance the platform.
- Design and implement new contact center platforms
- Design, develop, test, and promote code to address new business requests and support ongoing needs for the contact center, including the ongoing development efforts for the voice platform
- Provide production support for issues raised as a result of client feedback
- Lead voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions
- prepare and produce releases of software components to meet business requirements/needs
- Supports users and assists in troubleshooting by developing documentation and self-help tools
- Develop alerting tools to aid in efficiently troubleshooting errors/issues
- Manage and work with various infrastructure teams, vendors, and peers
- Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform
REQUIREMENTS
Job specification
Required Qualifications
- Bachelor's degree in computer science or related field
- 0-2+ or more years of telecommunications/voice technical experience
- Knowledge with Genesys contact center technology platforms
- Knowledge in VoIP Protocols SIP/SIPREC/RTP and troubleshooting
- Knowledge in Genesys Contact Center platforms & GVP and routing
- Knowledge in Java SE is a must and Java EE is a plus.
- Knowledge with Oracle DB and SQL.
- Knowledge in software development life cycle
Preferred Qualifications
- Agile/SAFe environment
- DevOps / SRE
Communication Skills:
- Excellent written and verbal communication skills with the ability to present complex technical information of the platform in a clear and concise manner to executives and non-technical leaders.
ABOUT THE COMPANY
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.
