Voice Engineer- Genesys

NCR Atleos Network and Security Engineer role provides second level technical trouble support and the processing of alerts that could be the first sign of network and security incidents. The analyst is expected to have a solid understanding of basic network security that consists of the following but is not limited to firewalls, Switches, Wireless, VPN concentrators, SSL-VPN devices, IPS, reverse proxies, etc. The individual in this position will focus on network security and connectivity between NCR and non-NCR devices (customers, partners, Internet.) This position will be supporting remote site networks including secured segments in this remote networks.

Overview

Primary responsibility for a Primarily Geneys Purecloud and secondly a Cisco UCM Administrator and Cisco CUBE Administrator to support all aspects of the corporate IP Telephony infrastructure and systems. Additional responsibility for legacy corporate telecommunications infrastructure.

Key Responsibilities

• Primary duties would be to manage, administer, and implement all aspects of the Genesys Purecloud environment. This includes call flows, call routing, troubleshooting, number management, queues, skills, data tables, etc.
• Preferred secondary skills would include corporate Unified Communications infrastructure including Cisco Call Manager, Cisco Unity Connection voicemail, eFax faxing solution, , Cisco Voice Gateways, Cisco Voice Routers, Cisco CUBE, Expressway, and Jabber.
• Manage and administer all aspects of Genesys Purecloud and/or its predecessors and associated platforms such as Pure Connect, Pure Engage, Interaction Center.
• Advanced knowledge of telecommunications, network and server related technologies.
• Must be knowledgeable in IP networking, LAN/WAN, VoIP, routers, switches, firewalls and VPNs and Cloud telephony including UCaaS and CCaaS.
• Advanced level problem solving and analytical skills.
• Insure the efficient and effective operation of the IP communication technology areas of NCR Atleos. Review and recommend improvements to operating policies and procedures and direct the proper implementation and maintenance of approved changes.
• Ensure effective management and monitoring of systems that comprise the layered security model that protects corporate network assets. Ensure that all IP telecommunication technology functions are being completed in accordance to regulatory and procedural guidelines.
• Disaster recovery and backup responsibilities for both Genesys and Cisco UCM. Participate in the development of the business disaster recovery plan for employee computing and local area networks throughout Cardtronics Corporation. Participate in the execution of disaster procedures should such an event occur needing new equipment or a reload of current software.
• Receive assignments from the Voice Services Manager or Voice Services Architect in the form of projects with general objectives defined. Work independently on developing project priorities and implementation schedules. Keep manager advised of progress of all projects on a timely basis. Perform other duties as requested by supervisor. Perform duties generally expected of administrative staff employees.
• Excellent written and verbal communication skills.
• Advanced project management skills.
• Ability to work independently, with little direction.
• Ability to develop plans for the implementation of telecommunications hardware, software and applications.
• Strong presentations skills, ability to provide presentations to management and training for internal and external customers.
• Ability to work provide 24x7 support as required.

Qualifications/Experience:

• Associate Degree or the Equivalent Experience. Specialty: information or computer technology, or business administration. (Required)
• 3 or more years Operation, configuration, customization, and/or maintenance of Genesys Purecloud. (Required)
• 3 or more years Cisco, Microsoft TCP/IP internetworking, switching, routing, and server infrastructure. (Preferred)
• 3 or more years Monitoring and managing Cisco UC network (Preferred)

Certifications Preferred

• Genesys Cloud CX: Professional Certification (GCX-GCP)
• Genesys Cloud CX: Developer Certification (GCX-GCD)
• Genesys Cloud CX Specialist Certifications
• Cisco CCNA Voice/Collaboration
• Cisco CCNP Voice/Collaboration

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