Senior Technical Consultant

Senior Consultant Voice

Job Description

Responsible for exceptional client service that cannot be resolved by Tier 1 support by providing technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).

Primary Roles & Responsibilities:

• Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network and connectivity issues.
• Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.
• Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.
• Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.
• Escalate irresolvable issues requiring manufacturing or carrier services support assistance within prescribed service levels and procedures to complete problem resolution.
• Monitor service desk tickets assigned to Tier 2 team, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
• Installation, configuration, and administration of Genesys Engage (on-prem / cloud) components
• Manage SIP Server, T-Server, Config Server, URS, Stat Server, GVP
• Perform troubleshooting of call routing, agent login issues, and reporting discrepancies
• Work on IVR flow configurations and routing strategies
• Support upgrades, patches, and system health checks.
• Analyze logs and resolve incidents within SLA
• Coordinate with telecom/vendor teams for trunk and routing issues
• Generate and validate reports from Genesys Info Mart / Pulse / CMS (if integrated)
• Perform DR testing and system validation
• Provide L2/L3 production support

Required Skills

• Strong knowledge of Genesys Engage Architecture
• Experience in Call Routing & Strategy Designer
• Understanding of SIP, VoIP, and CTI integrations
• Hands-on experience with:
• T-Server
• SIP Server
• Config Server
• URS
• Stat Server
• Basic knowledge of Linux/Windows server administration
• SQL knowledge for report validation
• Log analysis and troubleshooting skills
• Accountability

Preferred Skills

• Experience with Genesys Cloud CX
• Knowledge of GVP (Genesys Voice Platform)
• Integration experience with CRM (Salesforce, etc.)
• Exposure to reporting tools

Education / Experience Requirements

• Bachelors Degree in Engineering, Information Technology or related, preferred; or relevant experience.
• 10+ years of technical support experience in a support center environment, Technology Services or Managed Service Provider industry experience required.
• Genesys Cloud CX Certified Associate, Genesys Cloud CX Certified Professional,Genesys Cloud CX Developer Certification,Genesys Cloud CX Data & Analytics Certification

Supervisory Responsibility

This position has no direct reports.