Genesys_Technical Service Eng Expert

Position Summary:The Senior Telephony SME is a critical technical leadership position responsible for the end-to-end lifecycle of our Genesys Contact Center ecosystem and integrated voice technologies. This role demands deep technical mastery, strategic foresight, and the ability to drive complex troubleshooting, architectural design, and operational excellence. You will serve as the highest escalation point for critical incidents, mentor L2 teams, and act as a key contributor to strategic projects that enhance our customer and agent experiences.

Required Skillsets:Expert-level Genesys suite proficiency (Genesys Contact Server, Engage, Cloud, PureConnect, Composer, Routing, Reporting, Administrator, WFM, Speech Analytics); Cloud9 telephony administration and troubleshooting10+ years Voice Networking experience; very strong Luware, AudioCodes SBC, VoIP/PBX/PSTN,Call Manager’s(Cisco/Avaya/Nortel/Alcatel, CUCM,CME,CUC,UCCX,UCCE), Mobicall Fire Alarm knowledge; expertise in Wireshark (PCAP) and AudioCodes Syslogs Viewer; familiar with Xurrent/TFSNow; exceptional communication, problem-solving, team collaboration, critical thinking, adaptability, mentoring, and strategic thinking.

Technical Expertise:Enterprise Telephony & Unified Communications Mastery: Genesys: Expert-level understanding and hands-on proficiency across the Genesys ecosystem, including but not limited to Genesys Contact Server, Genesys Engage, Genesys Cloud, Genesys PureConnect, Genesys Composer, Genesys Routing, Reporting/Analytics, Administrator, Workforce Management (WFM), and Speech Analytics.Expert-level understanding and hands-on proficiency across enterprise telephony ecosystems including Cloud9 Telephony, Microsoft Teams Voice, Cisco Collaboration Suite, SIP platforms, telephony gateways, call routing, reporting, analytics, workforce enablement solutions, and contact center voice integrations.Voice Networking & Protocols: In-depth knowledge of VoIP, PBX, PSTN, SIP protocol, voice gateways, and trunking.Specialized Platforms:Luware: Very strong knowledge and practical experience.AudioCodes SBCs: Expertise in deployment, configuration, and troubleshooting of Session Border Controllers, particularly in VoIP/PBX/PSTN integration scenarios.Mobicall Fire Alarm System: Strong understanding of its functionality and integration aspects.Cloud9 Telephony: Strong experience in administration, configuration, integration, troubleshooting, performance optimization, and operational support.Diagnostic & Analysis Tools:Wireshark: Expert-level proficiency in PCAP analysis for network troubleshooting and voice quality diagnostics.AudioCodes Syslog Viewer: Expertise in analysing logs for effective fault isolation and issue resolution.ITSM & Project Management: Familiarity with tools such as Xurrent/ServiceNow.Cloud Concepts: Understanding of cloud platforms and their relevance to contact center solutions

Key Responsibilities:Lead Genesys Architecture & Strategy: Drive the design, evolution, roadmap, and strategic adoption of scalable, resilient, and secure Genesys contact center solutions, staying current with industry trends.Expert Troubleshooting & Support: Serve as the top-tier escalation point for complex Genesys, Cloud9 and integrated voice incidents, performing deep root cause analysis using advanced diagnostics (Wireshark, Syslog Viewer), and providing technical guidance to L2 teams, including on-call support.Deployment & Optimization: Oversee and execute secure, best-practice implementation and configuration of Genesys, Cloud9 solutions and integrated voice components; proactively monitor and tune performance, conducting capacity planning for sustained availability.Mentorship & Documentation: Act as a technical mentor for L2 teams, fostering knowledge transfer, and creating comprehensive architectural and operational documentation.Vendor & Project Leadership: Manage vendor relationships (Genesys, Cloud9 Telephony, AudioCodes, Luware), collaborate cross-functionally to deliver integrated solutions, and lead voice-related projects (e.g., rollouts, upgrades) leveraging tools like Xurrent/Service Now. Preferred Qualifications & Certifications:Bachelor’s degree in computer science, Information Technology, Telecommunications, or an equivalent combination of education and experience.Relevant Genesys certifications (e.g., Genesys Certified Professional, Genesys Certified Implementation Engineer) are a significant advantage.CCNA/CCNP Collaboration (Voice) certification highly preferred.Additional knowledge of Microsoft Teams integration with voice platforms is a plus.