Jobs for People with MS: National MS Society

Job Title:

Sr. Telecom Support Engineer

Job Description

JD: Voice Engineer with Avaya and Genesys Experience

Position Overview:

We are seeking a skilled and experienced Voice Engineer who has knowledge of both Avaya and Genesys voice system to join our team. The ideal candidate will be responsible for designing, implementing, and maintaining Avaya and Genesys voice solutions to ensure seamless communication systems. This role requires deep technical expertise in Avaya and Genesys platforms, strong problem-solving skills, and a commitment to delivering high-quality solutions for our clients or organization.

Key Responsibilities:

Design & Implementation:

• Configure and deploy Avaya voice solutions including Session Manager, Avaya Communication manager, AMS etc

• Configure and deploy Genesys voice solutions, including Genesys Engage and Cloud.

• In-depth understanding of Avaya ACD architecture, SIP, SBCs, Genesys Framework, IVR, Digital eServices (Email, Chat, SMS), Routing, Recording and Reporting.

• Integrate Avaya/Genesys solutions with CRM, IVR, and other third-party applications.

System Maintenance & Optimization:

• Monitor and maintain voice systems to ensure high availability and performance.

• Troubleshoot and resolve technical issues related to voice applications.

• Perform regular updates and patch management for environments.

Development & Customization:

• Develop routing strategies, call flows, and scripts/vectors tailored to business requirements.

• Customize solutions for specific client or internal business needs.

Collaboration & Support:

• Work closely with cross-functional teams, including network engineers, developers, and QA teams.

• Provide technical support and training to end-users and stakeholders.

• Participate in incident and change management processes.

Documentation & Reporting:

• Create and maintain system documentation, including architecture diagrams, configurations, and SOPs.

• Provide regular performance reports and recommend improvements.

Required Skills & Qualifications:

• Technical Expertise:

• Proficiency in Avaya Voice platforms (Avaya ACD architecture including CM, Session manager, System manager, Avaya Media Server, AES etc)

• Proficiency in Genesys Voice platforms(Genesys Cloud, PureConnect, PureEngage).

• Knowledge of WebRTC technology and experience working on WebRTC based platforms.

• Experience with SIP, VoIP, and telephony protocols.

• Knowledge of IVR design, call routing, and voice recording systems.

• Programming & Scripting:

• Familiarity with languages like Java, C#, or Python for integration.

• Knowledge of Genesys Composer, SCXML, or routing scripts.

• Tools & Integration:

• Experience with databases (SQL, Oracle).

• Knowledge of integrating with CRMs like Salesforce or Microsoft Dynamics.

• Familiarity with AWS, Azure, or other cloud platforms.

• Soft Skills:

• Language: English and German

• Strong analytical and problem-solving skills.

• Excellent communication and documentation abilities.

• Ability to work in a collaborative and fast-paced environment.

Preferred Qualifications:

• Avaya Certifications

• Genesys Certifications (e.g., Genesys Certified Professional).

• Experience with Agile/Scrum methodologies.

Education:

• Bachelor’s degree in Telecommunication, computer science, Information Technology, or a related field.

• Relevant work experience may substitute for formal education requirements.

Experience:

• 5+ years of experience working with Avaya/Genesys voice solutions or in a similar role.

• Multi-task and maintain composure in stressful and demanding work environment, Exercise flexibility and resourcefulness in challenging and/or perplexing situations.

• Knowledge on recording platform (Verint / Nice)- addon

Location: Across Europe

Employment Type: Full-time/Contract

Salary Range: [Insert range, if applicable]

Location:

BGR Sofia - Advance Business Center

Language Requirements:

Time Type:

Full time

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