Specialist - Network and Voice Almosafer

About the role:

The Network and Voice Specialist will be responsible for managing, supporting and optimizing

our Genesys Cloud platform and ensuring reliable contact center operation across the

organization. The role includes secondary responsibilities in network administration, VoIP

troubleshooting and supporting real-time communication systems. The specialist will collaborate

with global IT team and provide high-quality technical support for our 24/7 contact center and

enterprise users.

Responsibilities:

Genesys Cloud and Network Administration (Voice & Contact Center):

Manage and maintain Genesys Cloud CX platform including user provisioning, call

routing, Architect flows, queues, skills, group and roles.

Troubleshoot voice quality issues, one-way audio, failed calls and SIP/RTP problems.

Monitor and analyze Genesys Cloud telephony, BYOC Cloud, WebRTC performance

and media metrics.

Manage integrations using APIs, web services, webhooks and automation scripts.

Maintain voice configurations and coordinate with Communication teams for SIP trunks

and call routing.

Support contact center operations including all updates, routing optimization and

configuration requests.

Prepare documentation, SOP and platform best practices.

Assist in managing network infrastructure including Cisco, FortiGate and Palo Alto

firewalls:

Troubleshoot network issues affecting voice quality (latency, jitter, packet loss, QoS).

Assist in managing VPN, routing, switching, VLANs, firewall policies and network

segmentation:

Monitor network performance using available tools (OpManager, FortiAnalyzer, etc.).

Ensure VoIP QoS standards and participate in network optimization.

Can work independently and respond to network escalations as needed.

Hours: Full-time, shift-based work with potential after-hours support based on company

needs.

Profile requirements:

• 5+ years of experience in Voice, Network or any Contact Center technologies.

• Strong hands-on experience with Genesys Cloud CX or other CCaaS/PBX solutions.

• Proficient in VoIP troubleshooting, RTP/SIP analysis and media diagnostics.

• Strong networking skills (routing, switching, firewalls, SD-WAN).

• CCNP, Network+ or equivalent certification is preferred.

• Genesys Cloud certifications (GCP/GCAP/Architect) are an advantage.

• Experience with automation APIs or scripting is a plus.

• Strong communication skills and ability to work independently.