What You'll Do
The Genesys Technical Support Specialist is responsible for designing, implementing & supporting all or part of the organization’s complex telecommunications infrastructure in line with pre-identified business needs and requirements.
Collaborating with Product Managers and Engineers to develop specifications for new cloud based products / services, applications and solutions.
Driving the roll-out of cloud management platforms, evaluates its performance and implements enhancements.
What Are We Looking For?
Minimum 5 or more years of telecommunications / voice experience in a contact center
Minimum 5 or more years experience implementing and supporting Genesys Cloud voice services Call Routing and ACD or Predictive Dialer + Web service integrations.
Genesys Cloud certified or equivalent with experience in implementation and administration of the solution.
Experience implementing and supporting complex call flows within Genesys Cloud
Experience in leading technical efforts in support of resolving complex voice quality and call routing issues in an enterprise SIP environment.
Experience in designing and configuring IVR flows on Genesys Cloud, automated IVR channels, integration with backend systems and CRM.
Experience in setting up automated outbound dialer campaigns on Genesys cloud linked to data warehouse with auto data population from CRM to campaigns.
Minimum 5 years technical experience in complex contact center telephony infrastructure, MPLS lines setup and offshore calls routing.
So, what does it really mean to work at Kitopi? We are constantly striving to make Kitopi the best place to work, in the world.
We want to empower you to be the best version of yourself every single day - we wouldn’t have it any other way. Our Kitopi values act as our guiding principles to help ensure that everyone feels safe, included, and that they belong.
While we have offices in 6 countries, we are over 75 different nationalities of talented Kitopians. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0 tolerance policy against racism, bigotry, and hate.
Along with offices in all the markets we operate in, we also believe in a work from anywhere policy - you get to choose the environment you operate in because we believe that will help you deliver work you’re proud of.
Tech-enabled and customer-obsessed, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.