Job Description

Primary Responsibilities:

Provide incident support for Genesys and Avaya Telecom products, including Aceyus, CMS, ALD, ACM/Avaya Agent for Desktop, IVR/SBC/Avaya infrastructure/TFN, and other voice applications. Maintain system availability using tools like Splunk, Prognosis, ServiceNow, and other voice monitoring tools. Participate in major incident management calls during P1/P2 incidents and effectively communicate issues. Quickly engage with internet service providers and vendors through portals or direct communication. Collaborate with the entire infrastructure and application teams to identify and resolve issues. Prepare trend analysis reports of critical device failures and drive resolution plans. Adapt to a fast-paced environment and stay updated with new technologies. Create and update process documents and knowledgebase articles. Train end-users and team members on voice concepts, technology updates, and new skills. Drive efficient incident resolution and management of voice infrastructure issues by direct collaboration with users and business partners. Participate in interlock calls with the product team to collaborate on automation and other initiatives.

Qualifications:

Diploma or degree in Information Technology, Engineering, or related disciplines. A minimum of 5 years of work experience is required. Must be capable of working in rotating shifts (24x7 and 12-hour shifts). Genesys, Avaya or any Telco certification would be considered an advantage. Proficiency in Genesys and Avaya products such as ACM, CMS, ALD, AAFD, Avaya Communication Manager, Avaya Pod Fx, Prognosis, or other Telecom products. Familiarity with SIP, H.323, WebRTC, and other communication protocols. Experience in Genesys/Avaya software development, API integration, software application testing, and proficiency in programming languages such as Phyton/ C++/Java along with knowledge of UX/UI design and GitLab, as well as other languages relevant to Genesys/Avaya product development, is considered advantageous Exceptional customer service, problem-solving, and English communication skills. Strong team player with the ability to work both collaboratively and independently. Excellent time management skills, strong organizational and documentation skills. Quick learner, adaptable, and capable of managing multiple tasks. Demonstrated capability to work independently with minimal management supervision and within a global team of engineers. Proficient problem-solving abilities that contribute to the enhanced operational efficiency of our business partners.
Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person