Senior Genesys Telecom Engineer

Role Overview

• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.
• Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations.
• Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.
• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
• Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.
• Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.
• Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.
• Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.
• Participate in on-call rotations to support critical system functions outside regular business hours as needed.
• Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.
• Promotes standards and procedures.
• Manage domestic and international telecommunications vendors.
• Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.
• Manage contact center reporting and other 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, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.

Requirements

• Genesys Cloud CX architecture and implementation
• Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
• Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer
• Strong knowledge of the design and administration of IVRs
• Administration and support for Workforce Management
• Experience with call routing and voice response
• Experience with ticketing systems and change management
• Excellent 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 required, although rare
• College degree or equivalent experience.
• 7 + years of Telecom engineering.
• 3 + years of hands-on Genesys Cloud CX experience.
• Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus.

Tech Stack

• Cloud

Benefits

• Full benefits package
• Paid Time Off (PTO)
• medical, dental, vision
• 401(k) with match
• robust EAP
• wellness program
• and much more