Technical Support Specialist

5 days ago

Auckland, Auckland, New Zealand Infosys Limited Full time

About Us

Infosys Limited is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation.

The Managed Services Engineer with minimum 5+ years of experience is responsible for providing technical support and assistance to end-users regarding Contact Centre solution. Troubleshoot issues, resolve problems, and ensure the smooth operation of Genesys, Nice, Verint etc platforms to maximize communication efficiency and user satisfaction.

Roles and Responsibilities:

  • Telecommunications System Support: Provide technical support for Genesys (Premise and Cloud CCaaS Solution), Verint/Nice Call Recording, Verint/Nice WFM. Assist users with call handling, voicemail, conferencing, and other telephony features.
  • System Administration: Administer Genesys (Premise and CCaaS) applications, including system configuration, user provisioning, dial plan management, and trunk configuration. Monitor system health, performance, and capacity, identifying and resolving issues to ensure uninterrupted service.
  • Voice Network Troubleshooting: Troubleshoot voice network issues, including call quality problems, voice packet loss, latency, and jitter. Analyze call logs, signaling messages, and network traces to diagnose and resolve voice-related issues in collaboration with network engineers and service providers.
  • Unified Communications Integration: Integrate Genesys telephony systems with unified communications (UC) platforms, collaboration tools, and business applications. Configure integration features such as presence, instant messaging, and click-to-call to enhance communication and productivity.
  • End-User Support: Provide technical support and assistance to end-users regarding telephony hardware, software clients, and mobile applications. Troubleshoot user-reported issues, resolve problems, and escalate complex issues to higher-level support teams when necessary.
  • Software Upgrades and Patch Management: Oversee/Coordinate with vendors and service providers to schedule maintenance windows and minimize service disruptions.
  • Incident Management and Ticket Resolution: Respond to On Premise/CCaaS-related incidents and service requests in a timely manner, prioritizing and resolving issues based on severity and impact. Document incident details, actions taken, and resolutions in the IT ticketing system.
  • Vendor Liaison: Communicate with Genesys support representatives, service providers, and vendors to escalate issues, obtain technical assistance, and coordinate resolution efforts. Follow up on support cases, ensure timely responses, and advocate for prompt resolution.
  • User Training and Documentation: Develop and deliver training materials, user guides, and knowledge base articles on Genesys telephony systems and features. Conduct training sessions and workshops to educate users on best practices and troubleshooting techniques.
  • System Monitoring and Reporting: Monitor Genesys system performance, usage metrics, and call statistics using monitoring tools and reporting dashboards. Generate reports on system health, capacity planning, and service availability for management review.
  • Productivity and Quality initiatives
  • Continuous improvement and innovation drive

Skill / Competencies / Experience:

ESSENTIAL

  • Good knowledge of technology landscape to be able to guide team.
  • Tertiary Qualification in IT / Computer Science / related discipline.
  • Bachelor's degree in Telecommunications, Information Technology, or related field, or equivalent work experience.
  • Proven experience as a Genesys Support Engineer or similar role, with hands-on experience in administering Genesys CCaaS telecommunications systems and solutions.
  • Strong understanding of Genesys telephony platforms, protocols, and technologies, including SIP, H.323, VoIP, and PSTN integration.
  • Proficiency in Genesys system administration tasks, including system configuration, user provisioning, and call routing.
  • Excellent knowledge of voice network troubleshooting techniques, call flow analysis, and quality of service (QoS) parameters.
  • Experience with Genesys Unified Communications integration, including integration with Microsoft Teams, Cisco Webex, or other UC platforms.
  • Strong problem-solving skills and ability to troubleshoot complex telephony issues independently.
  • Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical end-users effectively.
  • Strong commitment to customer service, user satisfaction, and continuous learning.

PREFERRED

  • Strong Design and Development exposure to Genesys, Nice, Contact Centre Technology, Telephony, Carrier, Networking skills.
  • Strong communication skills, both written and verbal.
  • Highly motivated self-driven with a positive attitude.

ADDITIONAL

  • Excellent customer facing skills.
  • Excellent written and verbal communication skills.
  • Strong attention to detail and outstanding analytical and problem-solving skills.

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