Junior Operation and Support Engineer

ABOUT GC3

GC3 is a global Solutions Integrator and custom software solutions firm with focus on industry leading cloud, customer experience and telecommunications SIP-based platforms including Genesys Cloud, Amazon Web Services and others. We help organizations improve Customer Experience through automation, integration and software solutions built upon and around Genesys Cloud.

GENERAL DESCRIPTION

Tier 1 Telecommunications Support:

• Troubleshoot SIP traces, CDRs and other logs Test Voip calls
• Monitor call flow for all carriers and
• Investigate, diagnose, troubleshoot and identify any issues in call flow Communicate with clients and carriers regarding Voip issues
• Follow standard processes and procedures
• Stay current with system information, changes and updates

Tier 1 Cloud Contact Centre Support:

• Client Support and End User support on Genesys Cloud
• Monitor and test IVR applications
• Monitor IVR requests loading process
• Troubleshoot and report IVR issues Create Reports on clients demand
• Monitor and analyze daily, weekly and monthly reports
• Investigate, diagnose, troubleshoot and identify solutions to resolve clients issues Troubleshoot and report VoIP performance issues

Tier 1 Systems Support

• Monitor jobs, processes, tasks in Linux-based environment

Opportunities for Advancement:

• Training on current SIP-based telecommunications
• Genesys Cloud training and certification (CCP)
• English Language courses
• Other relevant industry training and certifications
• Based on successful tenure on the Support (Tier 1) team, each team member has opportunity to advance to one of more specialized teams including SIP Engineering, Infrastructure, Development (.NET/Python/JS/Java/C#), Customer Experience Conversational Artificial Intelligence), Business Intelligence/Analytics

WORK EXPERIENCE REQUIREMENTS

• Strong computer science fundamentals
• Basic MySql experience
• Basic Linux OS experience
• Strong analytical and problem solving skills
• Strong English verbal and written communication skills
• Strong teamwork abilities

EDUCATION REQUIREMENTS

• Technical University diploma (Degree in Computer Science, Information Systems, Operational Engineering, Systems Engineering, Mechanical Engineering, Telecommunication Engineering or related field)

BENEFITS / ENVIRONMENT

• Work from home / Work from Belgrade-based office
• Annual Health Insurance Policy
• Training / Learning budget
• Transportation/Meals/FitPass