Senior Genesys Telecom Engineer

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

📋 Description

• Design, implement, and sustain Genesys Cloud CX solutions, with a primary focus on integration and deployment within a cloud environment.

• Configure and oversee IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to enhance contact center operations.

• Monitor system performance, resolve issues, and deliver technical support and solutions for complex incidents associated with the Genesys Cloud platform.

• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to guarantee seamless functionality and scalability of the contact center systems.

• Develop and execute test plans to validate new releases, updates, and deployments within the Genesys environment.

• Provide assistance to end-users and management, enabling them to effectively utilize the system features and capabilities.

• Stay updated on emerging trends and technologies in the contact center sector, particularly concerning Genesys Cloud solutions and workforce optimization.

• Document all system configurations, updates, and procedures to ensure consistency and continuity throughout the platform.

• Participate in on-call rotations to support critical system functions outside of regular business hours as required.

• Implement, maintain, and assist with audio/video conferencing hardware and software, including Zoom and Genesys clients.

• Promote standards and procedures.

• Manage domestic and international telecommunications vendors.

• Reconcile telephone bills to ensure alignment with the budget and compliance with contracts.

• Oversee contact center reporting and related tasks.

• Configuration, administration, and maintenance of the RightFax platform.

• Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues.

• Setup and user management, including configuration and performance optimization of the Zoom platform, along with support for end users, including audio/video troubleshooting.

⛳️ Requirements

• Expertise in Genesys Cloud CX architecture and implementation.

• Experience with multichannel Genesys applications (Voice, SMS, Chat, Video, and Email).

• Maintenance and support of Genesys Cloud, encompassing Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.

• Strong understanding of the design and administration of IVRs.

• Administration and support for Workforce Management.

• Experience in call routing and voice response.

• Familiarity with ticketing systems and change management.

• Exceptional customer service skills.

• Willingness and ability to work hours necessary to meet project deadlines as required.

• Must participate in an on-call rotation; some travel may be necessary, though infrequent.

• College degree or equivalent experience.

• 7+ years of experience in Telecom engineering.

• 3+ years of hands-on experience with Genesys Cloud CX.

• Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a significant advantage.

🏝️ Benefits

• Comprehensive benefits package.

• Paid Time Off (PTO).

• Medical, dental, and vision coverage.

• 401(k) plan with matching contributions.

• Robust Employee Assistance Program (EAP).

• Wellness program.

• And much more.