Technical interface with end-users and channel partners to retrieve information necessary for the investigations

Deployment integrating SIP with desktop applications such as softphone application and good knowledge of common data center infrastructure

Work closely with the developers and provide technical solutions in a professional manner and to agreed time frames

Provide troubleshooting of VoIP installation, configuration, and deployment of ATAs, Gateways, IP PBX (FreePBX, Asterisk, Elastix and 3CX Phone Systems) and IP Phones as well as networking devices

Travel frequently and execute new product training sessions and webinars support to channel partners in Asia Pacific countries

Perform onsite inter-operability testing with ITSPs

Keen on writing documentation and knowledge transfer internally and externally

Ownership of Support Incidents including investigation, troubleshooting, and resolution of tickets.

Engage in technical mentoring of Associate and Systems Engineers.

Provide technical guidance as mentors for remote and/or onsite mentoring.

Involvement in key escalations covering ownership, investigation, troubleshooting, and resolution.

Assist with requested/assigned Field and Professional Services tasks.

Compile product information from multiple sources and writes documentation in the form of knowledge base articles

Perform remote troubleshooting of product in client’s hosting environment.

Familiar in troubleshooting Genesys voice application & Log Analysis

Experience with other Contact Center Voice solutions