OverviewThe Java Developer position requires the technical knowledge of communication infrastructure design requirements.
Knowledge of industry standards for designing, engineering, installing, maintaining and testing telecommunications equipment and applications.
performs daily back-ups, researches, monitors, troubleshoots and resolve telephony problems.ResponsibilitiesProvide collaborative approach in the design, implementation, support and maintenance of Genesys application.
Design, configuration, maintenance, and support of IVRs and call flows both for new and existing users.Provide consultation to different departments about current features of the VoIP system (Genesys).
Isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.
To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
Analysis of call logs to discover any underlying issues or trends.Adhere strictly to Service Level Agreement on ticket resolution.
Analyze business requirements from a Call-Center point of view.Proactively monitors the system utilization to ensure that the voice infrastructure is working optimally and capture potential issues before business impact is realized.
Perform other related support duties, as required by the company.Qualifications2-3 years of progressive, hands on working knowledge and experience of Genesys application, SIP server, HA architecture, Voice routing, OCS and Genesys reporting.
Knowledge of Genesys / Asterisk call routing managementStrong troubleshooting skills & Strong attention to detailAbility to work in a fast-paced, team-oriented environment.
A problem solver, analytical and with strong ability to adapt to changeDESIRABLE REQUIREMENTSExperience with the following products, technologies, and environments : , Asterisk, SQL, SIP, RTP