IT Telecommunications Engineer IV

Role Overview

• Configure and manage Genesys Cloud routing, queues, agent profiles, permissions, and reporting
• Provide support for the organization's CCaaS (Genesys Cloud CX) platform
• Expert experience with Genesys Cloud Architect, Genesys Cloud APIs, and Data Actions
• Familiarity with CI/CD pipelines with version control (Git) and strong knowledge of REST APIs, JSON, OAuth, and microservices architectures
• Designs and maintains contact center infrastructure including IVR/IVA omni-channel flows (chatbots, digital channels, and routing logic)
• Participates in projects and new initiatives between telecom carriers, network, developers and telecom teams
• Provides support for contact center related technologies like reporting, outbound campaigns, and WFM
• Partners with telecom service vendors (Bandwidth, Veridas, Twilio, Google) on offerings and supports a combination of infrastructure design and maintenance
• Works with network and server teams, and other IT departments to support and provision necessary infrastructure for telecom environments
• Develops and maintains disaster recovery and business continuity plans for telecom and contact center systems, including regular testing and updates to ensure resilience in the event of disruptions
• Continuously monitors and optimizes the performance of telecom and contact center systems, identifying and addressing bottlenecks, inefficiencies, and areas for improvement and optimization
• Implements quality assurance processes for telecom services and contact center interactions, including monitoring call recordings, analyzing performance metrics, and providing feedback and coaching to improve service quality and customer satisfaction
• May support projects and perform other duties as assigned.

Requirements

• Bachelor's Degree preferred
• Seven (7) plus years overall Telecom experience
• Or equivalent combination of education and/or experience
• Must have extensive knowledge of telecommunications technology systems and process skills
• Must have minimum of 3 years of proven experience in Genesys Cloud Architect, demonstrating understanding, knowledge and execution in high volume contact center setting
• PC literate, including knowledge of office productivity tools (MS Suite: Excel, Word, etc)
• Communications skills (listening, speaking, writing, inquiring)
• Ability to work under pressure and handle stress
• Ability to participate in on-call schedule (after hours and weekend support)
• Works well within a team environment as well as individually
• Must have excellent organizational and coordination skills
• Must demonstrate sound analytical skills
• Must be able to self-manage tasks and projects and keep management informed of progress.

Tech Stack

• Cloud
• Microservices

Benefits

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)