Genesys/Contact center engineer/Technical support

Overview: consulting, integration and configuration of multi-channel contact center solutions, based on Genesys products, with a focus on telephony and digital channels (email, chat and social media).
Responsibilities:

1) Implementation (configuration) and integration of the following solution(s)/applications based on Genesys products:
- Telephony: SIPServer, SIPServer Proxy, TServer, URS, ORS
- EServices: Email, Chat, Co-Browse, Callback, IXNServer
- Genesys Interaction Recording: Crypto Server, Muxer Server, Processor Script, GWS (Genesys Web Services), Speechminer.
- Real-Time monitoring: StatServer, CCPulse, Pulse, Pulse Collector
- Management Framework: Configuration Server, Message Server, SCI, SCS, DBServer, CME, GA, GAX
2) Analysis and definition of professional requirements against contact center solutions/applications based on Genesys products, listed above
3) Collaboration with Genesys Professional Services, in order to deploy/configure/troubleshoot complex solutions/applications
4) Collaboration with Genesys Support, in order to troubleshoot/solve any issues appeared during deployment/configuration process
5) Collaboration with development team, project team and with customers according to classic process model
6) Basic Implementation (configuration) and integration with Cisco Unified CM (CUCM) 12.5
7) Basic Genesys routing developing/implementation

Features of work:
1) Working language is English
2) Deployment experience on the following OS: Linux Red Hat, AIX, Windows
3) TEST and PROD deployment
4) Permanent improvement of own knowledge by learning new applications/features/solutions during troubleshooting/deployment/testing, as well as participation in trainings.
5) Knowledge base filling during integration/deployment

Overview: consulting, integration and configuration of multi-channel contact center solutions, based on Genesys products, with a focus on telephony and digital channels (email, chat and social media).

Responsibilities:

1) Implementation (configuration) and integration of the following solution(s)/applications based on Genesys products:
- Telephony: SIPServer, SIPServer Proxy, TServer, URS, ORS
- EServices: Email, Chat, Co-Browse, Callback, IXNServer
- Genesys Interaction Recording: Crypto Server, Muxer Server, Processor Script, GWS (Genesys Web Services), Speechminer.
- Real-Time monitoring: StatServer, CCPulse, Pulse, Pulse Collector
- Management Framework: Configuration Server, Message Server, SCI, SCS, DBServer, CME, GA, GAX
2) Analysis and definition of professional requirements against contact center solutions/applications based on Genesys products, listed above
3) Collaboration with Genesys Professional Services, in order to deploy/configure/troubleshoot complex solutions/applications
4) Collaboration with Genesys Support, in order to troubleshoot/solve any issues appeared during deployment/configuration process
5) Collaboration with development team, project team and with customers according to classic process model

Features of work:
1) Working language is English
2) Deployment experience on the following OS: Linux Red Hat, AIX, Windows
3) TEST and PROD deployment
4) Permanent improvement of own knowledge by learning new applications/features/solutions during troubleshooting/deployment/testing, as well as participation in trainings.
5) Knowledge base filling during integration/deployment

Overview: consulting, integration and configuration of multi-channel contact center solutions, based on Genesys products, with a focus on telephony and digital channels (email, chat and social media).

Responsibilities:

1) Implementation (configuration) and integration of the following solution(s)/applications based on Genesys products:
- Telephony: SIPServer, SIPServer Proxy, TServer, URS, ORS
- EServices: Email, Chat, Co-Browse, Callback, IXNServer
- Genesys Interaction Recording: Crypto Server, Muxer Server, Processor Script, GWS (Genesys Web Services), Speechminer.
- Real-Time monitoring: StatServer, CCPulse, Pulse, Pulse Collector
- Management Framework: Configuration Server, Message Server, SCI, SCS, DBServer, CME, GA, GAX
2) Analysis and definition of professional requirements against contact center solutions/applications based on Genesys products, listed above
3) Collaboration with Genesys Professional Services, in order to deploy/configure/troubleshoot complex solutions/applications
4) Collaboration with Genesys Support, in order to troubleshoot/solve any issues appeared during deployment/configuration process
5) Collaboration with development team, project team and with customers according to classic process model

Features of work:
1) Working language is English
2) Deployment experience on the following OS: Linux Red Hat, AIX, Windows
3) TEST and PROD deployment
4) Permanent improvement of own knowledge by learning new applications/features/solutions during troubleshooting/deployment/testing, as well as participation in trainings.
5) Knowledge base filling during integration/deployment

Responsibilities:

1) Provide expert-level (Tier-2,3) technical support of the following Genesys Reporting and Genesys Management Framework products, deployed on customer's sites around the globe:
- StatServer
- CCPulse
- Pulse and Pulse Collector

This support suggests:
- solving different kind of issues according to product line above
- providing recommendations and workarounds
- explaining the product behavior
- informing about new features and plans
ans so on..

2) Handling of the cases which were created by our customers within Saleforce CRM system (according to product line above)
3) Provide technical support by using Chat and Alarm platforms
4) Provide technical support by using Remote Desktop sessions (WebEx) - configuration and maintenance products, analysis and solving critical (and not) issues.
5) Deploying Linux/Windows test environments and applying clients configurations on Genesys side in order to find quick and effective solutions (or to reproduce suspected bugs for the further developer's analysis) in case of different clients issues.
6) Teamwork with QA and developers in order to provide resolutions for customers more quickly. Verbal and by using Jira ticket system as well.
7) Analysis and examination issues reported by colleagues with respect to supported products.


Features of work:
1) The language of communication with clients - English
2) Permanent improvement of own knowledge by communication with colleagues and development test environments
3) Working with production client's environments
4) Participating in knowledge base filling upon to solving of customer issues.
5) Providing technical trainings for new employees from time to time

- OS support ( XP, Win 7 & 8) - Troubleshooting, Installation, PC imaging etc. Work in Active Directory.
- Hardware Support - Installation and basic troubleshooting of desk telephones, network related issues for users
- Basic work with Network ( Routers, Switches ) and Server support ( Windows & Unix)
- Work in international ticket system with teams from different countries and regions.
- Messaging & Exchange - Configuration, basic troubleshooting of Outlook and messaging tools
- Application Support - Installation of basic software like MS Office, FLash , Adobe etc
- Help offshore team with troubleshooting in case of any onsite assistance is required, touch labour support
- inventory of equipment

/Limited time contract work/

OSS administrator
Functions:
1) Provide uninterrupted operation of monitoring and control systems of equipment transport and telecommunication networks in the region anytime
2) Provide uninterrupted operation of equipment technology information network, located in the zone of responsibility department anytime
3) Provide uninterrupted operation of auxiliary software of equipment transport and telecommunication networks in the region
4) Check the relevance and monitor the completion of the knowledge base in the process of operation and management
5) Implement server administration and database technology network, monitoring and control systems, which are the responsibility of the department
6) Provide uninterrupted collection of statistical information
7) On time and without errors to report to the manager

Features of work:
1) Support next monitoring and control systems: OSS - Ericsson R13, Huawei ATAE, Nokia

a) Manage users. Configuration of access politics, distribution by departments (regions, etc). Organize access by local clients and Citrix servers. Configuration farm for group of Citrix servers, organize load balancing between servers.
b) Support of correct work next applications in OSS Ericsson: Common Explorer, Network explorer, RNO, CNA, SMO, etc..; looking after correct work of all applications in M2000 and PRS by console and OSMU .
с) Organize correct collection statistic information on MSC/BSC/MGW/RNC/NodeB (OSS Ericsson: PMR, AXE, WCDMA, Amos; Huawei: Measurement Management)
d) Configuration and support monitoring functions (Alarm Status Matrix, Alarm List Viewer)
i) Configuration of monitoring rules (templates, filters), integration new NEs, change parameters
f) Organize access to statistic information - FTP upload, configuration periods of collect, crontab etc.
g) Escalation to vendor and support critical issues in OSS

2) Support indoor project "Uniform system of monitoring mobile network with management elements" The system is necessary for efficient visualization of statistical information of MSC/BSC/MGW/RNC/NodeB and monitoring alarms from any systems together (Ericsson, Huawei, Nokia etc.)

- Manage users
- Make SQL queries for collect data from vendor's systems (sybase, mssql, mysql).
- Make reports by those queries, design and support algorithms of monitoring alarms from any vendors, testing new features of the project, staff training to new features and applications

Additional knowledge:
- GSM, UMTS, LTE Basis
- SQL queries Sybase ASE/Sybase IQ/Oracle/MySQL/MSSQL
- Unix (Solaris, Linux) - user level
- Windows server, Citrix - administration
- Cisco - ICND level

- Description of current and complete systems monitoring department (internal and external projects)
- Maintain knowledge base
- Improvement of the current algorithm of the department.

Features:
- Work with Zabbix monitoring system. Description of the internal algorithms, reaction schemes, an explanation of the functional. Working with extended projects.
- Work with database MS-SQL and Postgre-SQL with user-level. Description requests clarification purposes.
- Work in OS WIndows, Linux with user level.
- Works in Confluence - help system.

NOC engineer.
Functions:
1. 24 hours monitoring of telecommunication network equipment and solving different problems by remote control if it possible.
2. Support of emergency and planned works on the equipment of a telecommunication network.
4. Management of a telecommunication network of the region within the allocated powers.
5. Service quality control on a region network.
6. Performance of managing directors and oragnizatsionny functions within a duty shift (the senior of shift).

Features of work:
1. Work in monitoring systems: OSS Ericsson, OSS Nokia, M2000 Huawei (2G/3G), RC Siemens, Mini-Link-Manager, T2000 Huawei, Go-Clobal UX ECI, Celltick SysAdmin, PRTG Crapher, NetCool, portal of peeqBOX, CP Load, CC08 Huawei.
2. Work in control systems: WinFiol, M2000 Huawei, Radio Commander Siemens, CC08 Huawei. Remote management of BTS, BSC, MSC and so forth,-elimination of program failures, performance of planned procedures.
3. Work with subscribers data in systems Ericsson, Nokia, Huawei. Analysis, localization, elimination of subscribers problems. Work in system of monitoring "MasterClow" (MasterQuest) - analysis of traces.
4. Work with CISCO at level of viewing access. IPBB network monitoring.
5. Work with B-analysis bases. Performance of HLR, CP DUMP. (MSC APG-40, IOG-20 Ericsson)
6. Work with external partners (communications service providers, providers, service providers)
7. Work with ALEX library.
8. Maintaining the operative magazine of failures/events on networks, reporting formation.

Additional information:
Training of "GSM Basis"
Training "Courses on monitoring of the equipment of Nokia"
Seminar "Presentation of the equipment of Huawei"
Training of "AXE-10 Basis"
Training "Work with system of monitoring of MasterClow (MasterQuest)"
Training "Management and servicing of a lock of the SG7000 alarm system in the GSM/UMTS networks" (an advanced course in training center of Huawei Moscow).

The management of the internal project "Uniform system of monitoring mobile network with management elements" since 2010.
- statement of tasks to developers, delivery of tasks on technical lists
- testing of new development of the project
- looking for incorrect working things
- training and adaptation of the personnel to new decisions.