Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Do you like working in a mission-critical role where you will solve complex customer issues each day? Our Cloud Support team works around the clock to identify and resolve our customers’ problems on the first try. If you’re up for a challenge, this role might be for you.

What this role is:

You will be a senior member of our cloud support team supporting Genesys Cloud customers. As a Network Engineer you will be responsible in assisting our customers in providing complex technical assistance resulting to a quick service restoration. You are expected to pose solid technical foundation on Telephony, System/Networking, as well as packet tracing within customer networks, to identify possible faults. The incumbent will aid customers and partners alike in investigating their network, firewall, MPLS, VPN, and any equipment or implementation that is beyond our typical reach, joining zoom meetings with customers, their techs, or their carriers if needed.

What this role isn’t:

You aren’t at an IT helpdesk changing passwords and turning it off and back on probably won’t work. You will be troubleshooting customer network issues with our cloud platform on AWS. You also won’t be able to fix it and forget it. We want you to document and share what you found out with the rest of the team.

Listen to the team:

View the video on YouTube: https://youtu.be/f3ohkSe5AU4

What you’ll bring to the table:

To be successful in this role, you’ll have 2+ years of technical support, software development, and/or other relevant experience. You need to have strong written and verbal communication skills to connect with the customers and work with your team. You also need to have patience. Remember, they aren’t calling us because the software is working correctly. We also look for people who are always willing to learn new things and take on new challenges.

Some details about what you will do:

• Collaborate with third-party vendors & carriers to troubleshoot network, routing & hardware faults

• Ensure Customer-Success By Answering + Resolving Tech Support-Cases from Typical Contact Centre

• Troubleshoot Telephony and Network issues live with customers and their own network teams over a zoom or Teams meeting.

• Collaborate with our Sr. TSEs and Dev Support in troubleshooting customer network issues

• Provide escalated support for critical issues & assist in the oversight, mentoring, and training of junior staff.

• Documenting identified faults and creating a knowledgebase for Product Support use.

Minimum Requirements:

• 3+ years working with VOIP and IP Networks supporting Voip solutions over IP Networks

• Experience with Hosted PBX, on-premise IP telephony platforms/software, Cloud solutions.

• Experience with VoIP handsets & equipment and their provisioning, registration, and configuration.

• Excellent problem solving, debugging/troubleshooting skills

• Strong understanding of VOIP related protocols such as SIP, RTP, different codecs etc. as well as WebRTC (ICE, STUN, TURN etc)

• Knowledge of IP networks Including Switching, Routing, QoS, TCP/IP Fundamentals (TCP/UDP/TLS/RTP/DNS/DHCP/HTTP ) and troubleshooting voice and IP networks across wide area networks.

• Experience using network protocol analyzers such as Wireshark is desired

• Practical knowledge of internet Access Technologies – NBN, Fibre, ADSL, VDSL, EFM, MPLS, VPN, GRE, etc.

• Any experience in investigating Firewalls such as Palo Alto, Cisco ASA, Fortinet’s Fortigate, Sonicwall, Zscaler, etc is a plus.

• Knowledge Of Windows/Linux/Mac/Mobile, VOIP-Protocols (SIP, H.323, MGCP, H.248), VOIP-Architecture + VOIP Call Components and Transport Connections

• Proficient knowledge of networking, routing, and LAN/WAN protocols preferred.

• Good Oral - Written Communication-Skills - can Articulate Network-Issue(s) - with Experience in Dealing with User(s)

• Industry-Standard Network Certifications Preferred - CCNA

• CCNP JNCIA JNCIP JNCIS - And, ITIL Foundations and-or

• Similar Service_Management_Certification(s) are highly desirable.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.