Position: Genesys Contact Center Support Engineer
Company: AUTODOC
Category: Support
Experience required: 2y
English level: upper

Required skills
▪️ Bachelor’s degree in computer science, computer technology-related technical disciplines, or equivalent professional technical experience.
▪️ 2-4 years of technical support, development, and/or other relevant experience.
▪️ Our candidate must be able to work in a multitasking environment, be stress-resistant and have self-control and self-organization.
▪️ Strong analytical and problem-solving skills, attention to detail.
▪️ VoIP: understanding SIP, WebRTC, RTP, SDP, PCap protocols, and methods for troubleshooting call quality, media gateways, SBC devices.
▪️ Networking: the ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, packet loss and delay troubleshooting, jitter, codecs, etc.
▪️ Experience in support of contact center environments, CTI, PBX, ACD, IVR, CRM, VoiceXML. Web technologies: HTTP / XML / ASP / JSP, web servers.
▪️ Oral and written English.

We offer
We treat everyone from Autodoc team as a member of the family. That’s why we have created the best working conditions:

▪️ Comfortable office in the city center
▪️ Five-day work week with flexible schedule (9.00 — 18.00 (± 1-hour schedule)
▪️ Personal and professional development
▪️ Paid sick leave and vacation (20 days/year) + days off
▪️ Sports activities (yoga, football, basketball, karting, etc.)
▪️ Participation in corporate events, individual birthday greetings
▪️ Corporate library
▪️ Attending lectures, training within the company
▪️ Participation in the drawing of gifts at corporate events (AirPods, IPhone, trip abroad, etc.)

Responsibilities
• Administration of the IP telephony system and the Genesys contact center;
• Solution of incidents occurring in the system, development of measures to ensure the continuity of the service;
• Deep troubleshooting of contact center systems;
• Setting up monitoring systems for equipment and services;
• Interaction with the support of vendors and contractors;
• Fulfillment of requests from users on the 1st line of technical support for CC systems and telephony;
• Consultation of users;
• Support in updated form of documentation and instructions;
• Documenting decisions and writing instructions and work regulations;
• Writing custom instructions;