Senior Engineer, Unified Communications

This is a fully remote position, open to applicants in United States.

📋 Description

• Support the development, design, and maintenance of the UC platform.

• Comprehend business processes and create unit and integration test scenarios aligned with system requirements and any changes in business processes.

• Offer centralized support for core systems.

• Design, configure, install, manage, and troubleshoot Genesys hardware and software solutions.

• Lead and coordinate the deployment of Voice, Chat, SMS, and Video infrastructure and applications.

• Provide high-level operational support and address escalated incidents.

• Monitor the capacity and performance of Voice, Chat, SMS, and Video infrastructure.

• Ensure adherence to Corporate Change Management policies and procedures for Voice and Video infrastructure.

• Lead, coordinate, and manage the activities of service providers.

• Oversee resources and project-related tasks for new deployments.

• Ensure operational readiness through engineering, planning, coordination, incident and problem resolution, software installation, and upgrades.

• Engage in the planning, deployment, and support of Unified Communication systems.

• Execute additional tasks as assigned.

⛳️ Requirements

• Bachelor's Degree with a minimum of 5 years of experience as a UC Engineer or in a similar capacity; relevant experience may be accepted in place of a degree.

• Thorough understanding of UC fundamentals and advanced features.

• Experience in supporting large-scale UC implementations and upgrades.

• Hands-on experience with UC implementation, administration, maintenance, and optimization, such as with Genesys PureCloud or similar platforms.

• Significant hands-on experience with the Genesys framework, including configuration and routing strategies.

• Administration and support experience with Genesys PureCloud solutions.

• Strong problem management skills.

• Advanced troubleshooting abilities.

• Capability to collaborate with vendors on infrastructure design.

• Ability to establish performance standards for hardware and software.

• Expertise in Contact Center-related technology.

• Must be able to remain in a stationary position for 50% of the time.

• Will consistently operate a computer and other office productivity equipment.

• Will frequently communicate via video calls with both internal and external stakeholders.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Supplemental income insurance.

• Employer-paid disability insurance.

• Employer-paid life insurance.

• Pre-tax FSA for medical and dependent care.

• 401K available.