Our tech service client is hiring an experienced Bilingual Genesys Support Engineer! Great mid-career /associate, high-class job opportunity// Full-time permanent job!
[Client] A Global Indian ICT Service Company based in Tokyo
[Nature of Job] Service/ solution delivery role
[Company Size] Mid Size (~500 employees), more than 20 years in business in Japan
[Employent Type] Permanent/ Full Time
[Salary Range] 6.5 - 10 million JPY yearly (annual salary package, bonus/ incentive inclusive)
[Work Location] Hybrid /remote work is planned for this job (the situation may change in the future). Walk-in distance from the nearest station. Central Tokyo
[Work Hours] 8 hours per day (9AM - 6PM with 1 hour break, it may shift slightly)
[Team Structure] Local /international client and business team
[Eligibility] Relevant work experience, bilingual (high business/ native level of Japanese, and business level English). Applicants need to be able to work full time as an engineer in Japan at the time of application
[Key Features] Mid-career, full-time, engineer job, high salary, growth industry
[Special Benefits] Social insurance, paid holidays, special leave, life support service. 65 years old retirement age, continuous contract employment option. Annual appraisal, health check
[How to Apply] From the site, or contact us (aahr@asoacehd.co.jp) with the reference number QW9WXYX6
[Job Description] *information is subject to change, non-exhaustive
General Job Description and Experience Needed:
Genesys Contact Center (Level L2 )
4+ years experience in Genesys Contact Center
Level 2 Support
· Excellent communication and conversation skills (Verbal and Written)
· Good documentation skills
· Good working knowledge of MS OFFICE (Including MS Project and Visio)
· Should have good customer handling skills
· Good understanding of SIP Protocols, Genesys Framework and Architecture
· Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
· Good troubleshooting experience in Genesys infrastructure.
· Good understanding of the following Genesys Products
· Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.
· SBC Management
· Trunks, E1/ T1(CAS, CCS), SIP etc.,
· Gateway protocols: SIP and MGCP
· Good ITIL Knowledge Incident, Change & Configuration Management
· Resolving incident cases.
· Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
· Incident tracking to ensure continuity across shifts.
· Vendor management with PSTN Service provide, OEM for resolution of tickets.
· Coordination of communication bridges during major outages
· Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
· Adhering to defined SLAs
· Handling tickets / requests
· Troubleshooting technical issues
· Ensuring that defined processes are adhered to
· Report regularly concerning key counters and measures of the voice network through health checks
· GCA (Highly preferred)
· ITIL Foundation (Preferred)
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