Senior Telecom Engineer – Genesys

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

📋 Description

• Design, implement, and manage Genesys Cloud CX solutions with an emphasis on integration and deployment within a cloud setting.

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

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

• Collaborate with cross-functional teams, including IT, Call Center Operations, management, and external vendors to ensure smooth functionality and scalability of contact center systems.

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

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

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

• Document all system configurations, updates, and procedures to maintain consistency and continuity across the platform.

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

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

• Manage domestic and international telecommunications vendors.

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

• Handle contact center reporting and other related responsibilities.

⛳️ Requirements

• Over 7 years of experience in Telecom engineering.

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

• Strong understanding of Genesys Cloud CX architecture and implementation.

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

• In-depth knowledge of IVR design and administration.

• Administration and support experience for Workforce Management systems.

• Exceptional customer service skills.

• College degree or equivalent professional experience.

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

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

• Must participate in an on-call rotation; occasional travel may be required, although this is rare.

🏝️ Benefits

• Comprehensive benefits package, including Paid Time Off (PTO).

• Medical, dental, and vision coverage.

• 401(k) plan with employer matching.

• Robust Employee Assistance Program (EAP).

• Wellness program.

• And much more.