Senior Telephony Engineer

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

📋 Description

• Employ logical problem-solving skills to devise innovative solutions for challenges related to Genesys Cloud CX.

• Collaborate with stakeholders and technical teams to gather business and technical requirements for the design and delivery of enterprise-level solutions utilizing Genesys Architect and Genesys Scripter.

• Provide support for AI-driven contact center technologies, including conversational IVR/IVA systems, predictive routing, AI chat/voice bots, and real-time agent assist tools.

• Work alongside AI/CCaaS teams to integrate Genesys Cloud features such as speech analytics, intent detection, knowledge surfacing, automated summarization, and proactive guidance into call flows and routing logic.

• Develop and maintain technical documentation for operating procedures as required.

• Act as a technical authority for Tier 1/2/3 support teams.

• Engage and communicate effectively with internal departmental architects and vendor partners.

• Partner with the Product Owner on technology solutions, implementations, upgrades, enhancements, and conversions; provide recommendations as necessary.

• Oversee daily operations, manage projects, and allocate tasks to Tier 1/2/3 engineers.

• Collaborate on evaluating current and anticipated communication requirements, configuration, maintenance, optimization, and documentation of Genesys Cloud CX.

• Adhere to configuration and security standards and policies within a structured change management process.

• Ensure system improvements and modifications are executed accurately and thoroughly, monitoring the impact of changes.

• Establish and recommend policies regarding system usage and services.

• Conduct routine administrative tasks including system log reviews, user setup, and monthly permission level audits.

• Facilitate deployment and support of enterprise software, including both third-party and in-house applications.

• Serve as an escalation point for Telephony platform issues and corporate IT standards for enterprise IT personnel.

• Monitor, adjust, and enhance AI-enabled routing, IVR intent recognition, and virtual agent performance, ensuring accuracy, containment, and routing effectiveness.

• Participate in the testing, validation, and troubleshooting of AI-based solutions, encompassing speech recognition, natural language understanding (NLU), and AI-driven self-service workflows.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A minimum of 8 years of hands-on experience in troubleshooting, performance tuning, and problem resolution.

• At least 7 years of experience with contact center technologies.

• Capability to engage with users of varying technological proficiency.

• Proficiency in comprehending complex network topologies, firewalls, information security, and troubleshooting issues like packet loss, delay, jitter, and codecs.

• Ability to diagnose user connection problems using browser console trace logs.

• Experience in implementing REST APIs within intricate call flows.

• Certification in Genesys (GCP, GCD, GCAI) is required.

• Proven experience in defining and documenting technology processes and solutions.

• Extensive knowledge of the Genesys Cloud Platform, including administrative functions, interaction flow development, APIs, and agent scripts.

• Ability to work autonomously and collaboratively, with minimal guidance, while effectively meeting deadlines.

• Experience with AI-driven contact center technologies is essential.

• Skill in interpreting, validating, and troubleshooting AI outputs, including recognition confidence, intent matching, and routing decisions.

• Demonstrated ability to manage multiple projects efficiently, balancing operational tasks with project-related responsibilities in a fast-paced environment.

• Strong documentation abilities when dealing with business and technical requirements.

• Excellent organizational skills with a keen attention to detail.

• Exceptional verbal and written communication skills; capable of distilling complex information into clear and concise explanations.

🏝️ Benefits

• Optional medical, dental, vision, life, and disability insurance.

• Paid holidays, vacation, and sick leave.

• Fidelity National Financial matching 401(k) and employee stock purchase plans.

• Access to mental health resources, including complimentary Calm memberships, and initiatives promoting physical and emotional well-being.

• Discounts on gym memberships, pet insurance, and employee purchasing programs.

• Access to a tuition reimbursement program that supports your ongoing education and professional development.