Senior Network Consultant

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Job Level

P4

Job Description Job Title: Senior Network Consultant

Department & Team: Product Support, AMER

Reports to: Senior Manager, Technical Support

Location: North America

Summary:

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 know