Senior Genesys CX Implementation Engineer

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

📋 Description

• Serve as the Lead Engineer for Genesys implementation and upgrade initiatives.

• Execute project and support activities related to Genesys products and solutions.

• Design, configure, implement, and support IVR/ACD scripts for Genesys Cloud Solutions.

• Contribute to the architectural design of solutions.

• Coordinate and author technical papers, articles, standard operating procedures, and best practices.

• Conduct thorough analysis that integrates complex technical and business challenges.

• Address fast-paced, business-critical, and high-profile issues.

• Manage a balance between support tasks and project work while achieving support and project deadlines.

• Collaborate with Technical Account Managers, Project Managers, and Sales to ensure projects are delivered on schedule and within budget.

• Provide implementation and post-implementation support as a lead engineer within the Customer Care Professional Services team.

• Engage with Field and Support Engineering to align on strategic goals and deliver high-quality services.

⛳️ Requirements

• Minimum of 5 years of experience in IP Telephony/VoIP is essential.

• Familiarity with VoIP equipment, implementations, and support is required.

• At least 3 years of experience with Genesys Cloud CX (Purecloud) technology.

• Genesys Cloud CX certification is advantageous.

• Preferred knowledge in Media / Voice gateway technologies.

• Preferred understanding of SIP Protocol implementation and support.

• A Bachelor's degree is preferred.

• An Associate’s degree in an IT-related field is mandatory.

• Strong client service orientation and team collaboration skills are essential.

• Knowledge of best practices for service organizations is important.

• Additional skills/certifications in Java/JavaScript, HTML, REST Web Services, Genesys Cloud CX APIs, Microsoft SQL Server, web services, and third-party APIs are beneficial.

• Over 1 year of experience in network administration and support is a plus.

• Experience in .NET development or C# is advantageous.

• Familiarity with Microsoft SQL stored procedures is beneficial.

🏝️ Benefits

• Opportunity to work remotely from home.

• Paid holidays, vacation, and sick leave.

• Bring Your Own PC Policy.

• Cell phone reimbursement.

• Casual dress code.

• Funded training and certification programs.

• Health, dental, and vision insurance.

• 401K matching program.

• Opportunities for professional skill development.

• A comfortable working environment.