Voice Engineer Genesys Platform

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

We are seeking a skilled and customer-focused Voice Engineer with expertise in the Genesys platform to join our operational support team. This role involves providing technical support to both internal and external customers, resolving complex issues, and ensuring optimal performance of contact center systems. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a commitment to delivering high-quality support services.

Critical Skills

• Operational support: Provide technical support for contact center systems, focusing on the Genesys platform. Analyze, diagnose, and resolve end-user voice issues ensuring timely updates and maintenance, including troubleshooting and resolving customer issues within specified timeframes.
• Collaborate with 3rd party vendors to minimize downtime and efficiently resolve issues, establishing collaborative relationships and documented communication processes.
• Timely escalate unresolved issues to the next level of support to minimize operational impact, following documented escalation procedures.
• Analytical and organizational skills: Possess excellent analytical and organizational skills to analyze, diagnose, and resolve customer issues, as well as to monitor system performance and provide capacity planning recommendations.
• Continuous learning and documentation: Commitment to continuous learning and staying up to date with industry trends and best practices. They should also have experience developing and maintaining accurate system support documentation for efficient knowledge sharing by documenting support activities, solutions, and best practices in a knowledge base.
• Change management: Perform voice system maintenance and upgrades, including service packs and patches, in accordance with procedures to ensure system stability and minimize downtime.
• Monitor system performance and proactively identify potential issues. Troubleshoot and resolve complex issues related to voice, routing, and agent desktop applications.
  
  

• Familiarity building and operating Contact Center support in the cloud and on-premise.
• Cloud SBC configuration, including managing routing policies, and trace analysis.
• Implement voice scripting for contact center solutions to improve customer experience and efficiency.
• Successfully implement technology changes with minimal disruption and improved voice services, transitioning from Carrier services to centralized Carrier SIP solution.
• Continuously monitor system performance, identify trends, and provide capacity planning recommendations for optimal voice system performance.
• Strong knowledge of networking: The ideal candidate should have a deep understanding of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and routing.
• Integration of multiple systems: Experience integrating multiple systems in a complex environment, both on-premise and within cloud infrastructure. This includes experience with system integration tools and techniques.
• Cloud expertise: Experience working with cloud technologies, specifically Microsoft Teams telephone system including M365 Administration, Azure AD and Microsoft Entra.
• Reporting skillsets within Microsoft, such as Graph API and Power BI.
• PowerShell scripting, or PowerShell knowledge.
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 2 to 3 years of experience in contact center technical support, with at least 2 years on the Genesys platform.
• Strong understanding of contact center operations and technologies.
• Proficiency in troubleshooting voice and routing issues.
• Experience with Genesys components such as SIP Server, Interaction Routing Designer (IRD), and Workspace Desktop Edition.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with ITIL practices and incident management tools.
  
  

• Genesys certification (e.g., Genesys Certified Professional).
• Experience with cloud-based contact center solutions.
• Knowledge of scripting languages such as PowerShell or Python.
• Experience working with international teams and customers.