Engineer (Genesys Cloud / CISCO Unified Communication)

Contract : 1 + 1+ 1 Yrs

Work Location : Bangsar / Subang

Working days : Monday - Friday

Working Hours : 9 AM - 6 PM

Key Responsibilities:

Configuration and Management:

• Configure and manage Cisco UC/genesys cloud components including Call Manager, Unity Connection, and Cisco IM and Presence.
• Implement changes and updates to the UC/genesys cloud environment based on organizational requirements and best practices.
• Maintain detailed documentation of configurations, processes, and procedures.

System Monitoring and Troubleshooting:

• Monitor Cisco UC/genesys cloud systems for performance and availability.
• Diagnose and resolve first-level technical issues related to Cisco UC/genesys cloud, including voice quality, connectivity, and integration problems.
• Escalate complex issues to higher-level support teams as necessary.

User Support:

• Provide support to end-users for issues related to Cisco UC/genesys cloud systems.
• Assist in the setup and configuration of user devices, including IP phones, softphones, and video endpoints.
• Conduct user training sessions to enhance user competence and satisfaction with Cisco UC/genesys cloud solutions.

Maintenance and Upgrades:

• Perform routine maintenance tasks such as software updates, patches, and backups for Cisco UC/genesys cloud systems.
• Assist in the planning and execution of system upgrades and migrations.
• Ensure compliance with organizational policies and industry standards.

Reporting and Documentation:

• Generate regular reports on system performance, incidents, and resolutions.
• Maintain accurate and up-to-date documentation of UC/genesys cloud systems and configurations.
• Contribute to the development and improvement of operational processes and procedures.

Requirements :

** At least 1-5 years system support experience wintel.

** Hands -on experience onGenesys cloud or Cisco UC skills

** Possess good technical knowledge in implementing, troubleshoot, performance tuning of Wintel

** Standby if there is any update on wintel side and if there's change window to verify application

** Good team player with strong interpersonal and communication skills