Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Job DescriptionJob Title: Senior Network EngineerDepartment & Team: Genesys Cloud Product SupportReports to: Sr. Technical ManagerLocation: Budapest, HungarySummary: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 faultsEnsure Customer-Success By Answering + Resolving Tech Support-Cases from Typical Contact CentreTroubleshoot 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 issuesProvide 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 NetworksExperience 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 skillsStrong 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 desiredPractical 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 ConnectionsProficient 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.Who Are We?Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com. 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. If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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.
View Original Job Posting