Senior System Engineer

Welcome!

1. Requirements Gathering, Analysis & Solution Design

• Work closely with stakeholders to gather and document business requirements related to contact center systems.
• Prepare documentation FRDs (Functional Requirement Documents), process flows, work flow, data flow and solution architects.

2.Platform Deployment and Configuration (Contact Center system)

• Deploy and configure Contact Center system environments.

1. 3. Support and Troubleshooting
2. 4. Automation and Scripting
3. 5. Monitoring and Reporting
4. 6. Security and Compliance
5. 7. Collaboration and Documentation

• Troubleshoot issues related to call quality, routing, integrations, and platform access.
• Develop and maintain automation scripts for configuration, reporting, and integration using Python, PowerShell, or other scripting tools.
• Set up monitoring tools for performance, usage, and alerting.
• Generate and customize reports and dashboards for call analytics and KPIs.
• Ensure platform security through role-based access control (RBAC), secure APIs, and encryption best practices.
• Implement and monitor compliance with regulations such as PCI-DSS, HIPAA, or GDPR, depending on industry.
• Work with cross-functional teams (IT, network, DevOps, contact center ops) to meet business goals.
• Maintain detailed technical documentation, runbooks, and knowledge base articles.
• Train internal users or administrators on Genesys Cloud functionality.

Qualifications :

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of  3-5 years experiences in IT, particularly in Contact Center systems.
• Strong knowledge of Contact Center technologies and architectures
• Knowledge in operating system, windows platform, Linux.
• Knowledge in VMware and possess knowledge of current network infrastructure e.g, TCP/IP, DNS/DHCP, IPS, Firewall, Proxy Servers, Bandwidth Management and Traffic Shaping, VPN.
• Experience as one of monitoring tools especially i.e , Zabbix, Manage Engine, Kibana log or similar.
• Strong analytical and problem-solving skills, with the ability to investigate and resolve complex technical issues.
• Experience with cloud-based contact center platforms, especially Genesys Cloud Contact Center System, is highly desirable and will be given special consideration

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