at ConvergeOne in Bloomington, Minnesota, United States
Job Description
Genesys Cloud Advanced Diagnostic Engineer
Job Locations
US-Virtual Office
Position Type
Regular Full-Time
Requisition ID
2023-5629
Category
Information Technology
C1 Company Overview
C1: 1 Contact, 1 Connection, 1 Choice
C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.
So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.
Overview
Summary
The Advanced Diagnostic Engineer will support the Genesys Cloud product suite and applications. This position will also support third party hardware and software as needed within the total Genesys solution delivered to the customer. This position will work closely with other team members in a team environment troubleshooting and resolving Genesys Cloud issues. You will work escalated issues from customers in complex circumstances. This position will also require you to complete Service Requests which includes building and changing Architect flows.
#LI-JM1
Responsibilities
Essential Functions
Demonstrates product expertise.
Manages assigned trouble incidents to resolution
Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise
Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues
Troubleshoot issues within the Genesys Cloud environment also including SIP & Network.
Understands Architect Call Flow changes in Genesys Cloud.
Assesses complex situations to make appropriate recommendations.
Initiates and suggests process improvements to increase efficiencies for support of Genesys solution.
Develops knowledgebase articles and information to assist in best practices within areas of expertise
Adheres to support processes and best practices.
Prepare and/or review functional requirements documentation.
Work with clients to facilitate their understanding of best practices for a VoIP telephony solution.
Keep apprised of new offerings and software updates from the manufacturer.
Potentially participate in the on-call rotation.
Ability to adapt to work within a team environment when needed.
Strong verbal and written communication skills.
Ability to manage multiple priorities through detail orientation and strong organizational/planning skills.
Qualifications
Required Qualifications
Minimum of Technical Associate's Degree, though can be exchanged with 2 years of experience in field
Knowledge of SIP and VoIP
2+ years' experience with the Genesys Cloud suite
Knowledge of network design and network troubleshooting tools such as Wireshark
Ability to troubleshoot & diagnose issues related to hardware, software, VoIP or network connectivity
Ability to adapt to changes in priorities and direction as business dictates
Ability to work independently with minimal direction but resulting in a satisfied resolution for the client
Desired/Preferred Qualifications
3+ years' experience with the Genesys Cloud suite
Genesys Cloud Certification
Genesys Cloud Architect Call Flow experience
Genesys Cloud Outbound Dialing
Genesys Cloud API experience
Additional Information
C1 BENEFITS
* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
Physical Environment
Physical demands described here are representative of those that must be met by a team member to... For full info follow application link.
EOE of Minorities/Females/Vets/Disability
