Customer Support
180001BU Requisition #
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ROLE: Sr.  Technical Support Engineer (Telephony)



Reporting To:    Technical Support Manager        

Department:      Customer Care                                 

Location:            Manila 



Job Purpose      


Perform diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, to ensure customer satisfaction is to the highest possible level at all times.



Primary Duties and Responsibilities

  • To isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
  • Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data
  • Participate in the creation of Knowledge Base articles, solutions and other related support collateral.
  • To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
  • To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
  • To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organisation.
  • Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.
  • Perform other related support duties, as required by the company.
  • Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
  • Analysis of call logs to discover any underlying issues or trends  


To succeed in this role, the candidate will need to be able to demonstrate the following skills:

  • Good inter-personal and communication skills, both orally and written
  • Excellent problem determination and problem-solving skills
  • Must be able to cope under pressure and work to stringent timelines
  • Have a technical background in accordance with the requirements set out below




  • BA or BS in Computer Science or Engineering, or related technical fields


Prior work experience

  • 5+ years of software technical support and/or development, or other relevant experience


Specialized skills and knowledge


  • Strong knowledge on VoIP Call flows (Inbound, Outbound, transfers, Conference scenarios), must have understanding of SIP protocol messages and troubleshooting VoIP Call flows.
  • Ability to interpret and trace through complex SIP call flows.
  • Experience in analysing VoIP calls in network traces desirable (SIP/SDP/RTP messages analysis).
  • Understanding of SIP system components (media gateways, proxies, end-points, etc.)
  • Basic knowledge on VoIP Contact Centre, Predictive Dialer, Routing concepts.
  • Working knowledge on a VoIP Contact Center platform and understanding of CTI, PBX, ACD, IVR, CRM.
  • Concepts of Java, Java scripting
  • Web Technologies (IIS, Apache, Tomcat)
  • SQL commands, DB concepts (Oracle, SQL)
  • Knowledge on OS, network commands (Windows, Linux) to troubleshoot client/server communications.



Experience in the following areas would be a plus



Fluent English


About Us:


Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via http://www.genesys.com/, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.



Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.



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