Senior Telecommunications 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
• Other tasks as required.

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
• Much more