Bilingual Genesys Contact Center Technical Support Engineer

Bilingual Genesys Contact Center Technical Support Engineer - ASO ACE HOLDINGS Recruitment | Career Page

Bilingual Genesys Contact Center Technical Support Engineer

Tokyo, Tokyo, Japan

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Job Openings Bilingual Genesys Contact Center Technical Support Engineer

About the job Bilingual Genesys Contact Center Technical Support Engineer

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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