Telephony Engineer

1 week ago

Midrand, South Africa Select One Full time

This role requires strong problem-solving skills, a passion for customer experience technologies, and the ability to work in a fast-paced, high-demand environment.Key Skills & Experience :- 3 to 5 years experience in a telephony, contact centre, or unified communications environment- Genesys Cloud certifications- Diploma or degree in Information Technology- Strong knowledge of Genesys Cloud CX (Architect, routing, telephony, integrations)- Understanding of SIP, RTP, VoIP fundamentals, and contact centre telephony- Basic knowledge of networking concepts (DNS, TCP/IP, firewalls, subnets, packet tracing)- Familiarity with email routing, SMTP, IMAP, or cloud-based mail services- Strong analytical and troubleshooting skillsSome Key Responsibilities :- Genesys Cloud Architecture & Routingo Design, build, and maintain Architect flows for inbound voice, digital, email routing, and callback workflowso Have the ability to develop and optimise advanced IVR logic, including menus, data dips, scripting, conditional routing, and error handling- Telephony & Infrastructureo Support and configure SIP trunks, BYOC Cloud/Edge, call routing policies, and site/phone configurationso Troubleshoot telephony issues such as call failures, SIP errors, carrier problems, and endpoint configurations, being able to analyse pcapso Assist in capacity planning and telephony-related incident resolution- Integrations & APIso Work with Genesys Cloud APIs, Data Actions, and web services to integrate external systems (CRMs, ticketing, dialers, databases)o Configure OAuth clients and secure integrations using Genesys best practiceso Have knowledge about JSON payloads, API responses, and integration logs- Digital & Email Routingo Configure email routing flows, queues, skills, and supporting Architect logico Assist with troubleshooting email delivery, routing failures, and queue-related issues

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    Midrand, South Africa Select One Full time

    This role requires strong problem-solving skills, a passion for customer experience technologies, and the ability to work in a fast-paced, high-demand environment.Key Skills & Experience : - 3 to 5 years experience in a telephony, contact centre, or unified communications environment- Genesys Cloud certifications- Diploma or degree in Information Technology-...

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    Midrand, South Africa Select One Full time

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