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)