Senior Network Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.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.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 for assisting our customers in providing complex technical assistance resulting in a quick service restoration. You are expected to have a solid technical foundation in 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.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 faultsEnsure Customer Success by answering and resolving tech support cases from typical contact centerTroubleshoot 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 issuesProvide escalated support for critical issues & assist in the oversight, mentoring, and training of junior staff.Document identified faults and create a knowledge base for Product Support use.Minimum Requirements:

3+ years working with VOIP and IP Networks supporting VoIP solutions over IP NetworksExperience 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 skillsStrong 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 desiredPractical knowledge of internet Access Technologies - NBN, Fibre, ADSL, VDSL, EFM, MPLS, VPN, GRE, etc.Any experience in investigating Firewalls such as Palo Alto, Cisco ASA, Fortinet's Fortigate, Sonicwall, Zscaler, etc is a plus.Knowledge of Windows/Linux/Mac/Mobile, VOIP-Protocols (SIP, H.323, MGCP, H.248), VOIP-Architecture + VOIP Call Components and Transport ConnectionsProficient knowledge of networking, routing, and LAN/WAN protocols preferred.Good oral and written communication skills - can articulate network issues with experience in dealing with usersIndustry-standard network certifications preferred - CCNACCNP JNCIA JNCIP JNCIS - And, ITIL Foundations and/or similar service management certification(s) are highly desirable.About Genesys:

Genesys empowers more than 7,500 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 experience 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, while driving stronger workforce engagement, efficiency and operational improvements.Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may submit a request using the Create Request task in Workday.Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.$80,750.00 - $158,450.00Benefits:

Medical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link:

https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.

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