About the position
ENVIRONMENT:
SERVE as the technical contact for contact for customers running hosted contact centres and voice platforms as the next SaaS Systems Engineer wanted by a dynamic provider of world-class Cloud Solutions. You will support customers after their platform has gone live, resolving issues, adjusting configurations and keeping their Genesys Cloud CX, QContact and VoIP environments performing. The ideal candidate must have Matric/Grade 12, an IT Diploma, a Microsoft Azure/AWS or Fortinet Certification. You will also need 5 years’ experience in a mid-level IT Support role, including VoIP and CCaaS or other SaaS platform support, hands-on Genesys Architect flow design, digital channels, SIP and QA and VICIdial Administration experience. You also need proficiency with Windows Server, Linux & Azure. You will be expected to work a rotational Standby Shift of 1 weekend a month.
DUTIES:
- Provide post-implementation technical support to customers on hosted SaaS contact centre platforms.
- Support and maintain Genesys Cloud CX, including Architect flows, digital channels, SIP and QA.
- Support and maintain QContact environments.
- Support VoIP services and SIP connectivity.
- Log, troubleshoot and resolve customer incidents through to resolution, escalating where required.
- Handle customer change requests and configuration updates.
- Keep customers informed and ticket records up to date, working within agreed SLAs.
- Provide secondary support on VICIdial and on the Windows, Linux, Azure and network environments behind customer platforms where required.
- Take part in the rotational after-hours Standby Roster.
REQUIREMENTS:
Qualifications -
- Matric / Grade 12.
- Diploma in IT.
- Industry Certification (Microsoft Azure, AWS or Fortinet).
Experience/Skills -
- 5 Years' experience in a mid-level IT support role, including VoIP and CCaaS or other SaaS platform support.
- Hands-on Genesys Architect flow design, digital channels, SIP and QA.
- Background supporting customers on a SaaS or hosted platform, working to SLAs and a ticketing system.
- Strong troubleshooting skills and a record of resolving customer issues.
- VICIdial Administration experience.
- Working knowledge of Windows Server administration and Azure infrastructure.
Advantageous –
- Genesys Cloud Certification.
- Hands-on QContact experience.
Desired Skills:
