Job Title: Telecom Support Engineer Job Description Genesys Cloud implementation and Support + 5+ years of experience in Contact center/outsourcing industry. + In depth knowledge and implementation experience with Genesys CX Cloud platform including but not limited to IVR, Routing, Recording, Reporting, WEM. + In depth knowledge and experience integrating Genesys Cloud with other cloud provider CRM and WFM applications such as Salesforce and Verint + In-depth understanding of Genesys architecture for all mentioned components. + Understanding of Genesys HA architecture, including functionality of related 3d party components. + Strong experience with Genesys Cloud products. Good knowledge on Omnichannel & Digital eServices (Email, Chat, SMS) + Knowledge of WebRTC technology and experience working on WebRTC based platforms. + Good knowledge and understanding of SIP protocols. + Knowledge on recording platforms such as Verint and Nice + Ensure the availability and integrity of the Concentrix Voice Network and Genesys Cloud Org + Receive, analyze, monitor, and resolve voice network problems in accordance with published Service Level Agreements. + Coordinate and work with users, clients, equipment vendors, and network carriers for on call repair and testing of network services. + Analyze network failures, isolate and repair or re-route network problems, in a timely manner. Where required, performs root cause analysis and documents the remedial actions. + Assist in maintaining system databases, i.e., circuit inventory, toll free number, and configuration records, etc. + Develop customer and vendor relationship. Location: BRA Sao Paulo - Rua Achilles Language Requirements: Time Type: Full time2025-06-19 **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**