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 ([email protected]) 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)