Job Description

Senior Consultant Voice / Consultant Voice – Genesys Voice

Role Summary

The Senior Consultant Voice / Consultant Voice – Genesys is responsible for providing advanced (Tier-3) technical support and consultancy for enterprise voice and contact-center platforms, including Genesys and Avaya/Nortel environments. The role focuses on troubleshooting complex voice, telephony, network, and integration issues, ensuring high service availability and delivering exceptional client experience. The consultant acts as an escalation point for Tier-1/2 teams and collaborates with vendors, carriers, and field services to resolve critical incidents and drive continuous service improvement.

Primary Roles & Responsibilities

  • Provide Tier-3 escalation support for complex voice/contact-center incidents involving Genesys, Avaya, Nortel, telephony, and network infrastructure.
  • Analyze, diagnose, and resolve advanced hardware, software, SIP/VoIP, routing, a...

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