Sr Staff Engineer-IT (Voice Engineer)

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Core Responsibilities:

• Day to day support and maintenance of Genesys PureCloud Solutions
• MACD on Genesys, including call flows, SIP trunks etc
• Act as L3 support during issues and drive towards resolution
• Work with various internal / external application team on integrating their platform with Genesys
• Migration and implementation of Genesys PureCloud Solution
• Monitor project progress and adjust as necessary to ensure successful project delivery.
• Creation of Documentation and Knowledge base
• Responsible for managing incident and service requests
• Manage and coordinate team activities, working closely with different support groups.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
• Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.

Skills and Experience:

• Hands on experience on troubleshooting Genesys PureCloud solutions
• Good knowledge on APIs and integrating with 3rd party applications.
• Experience on migration and implementation of Genesys PureCloud
• Strong understanding on business requirements and ability to convert to solutions.
• Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Good knowledge on Gateway configuration and Genesys SIP Trucking and Dial Plans.
• Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
• Can explain the issue clearly to the Vendor and provide necessary information correctly if the Vendors need it
• Knowledge on network routing,VOIP Protocols, SIP Responses, Handshake communication etc.

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.

Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit:

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