Genesys PureConnect / Genesys Cloud telephony

GenesysPureConnect /GenesysCloud telephony0
Responsibilities:Providing support for allGenesysPureConnect /GenesysCloud telephonysystems, includingDialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting andhandlerdevelopmentWorking closely with other engineers to troubleshoot and resolve complexproblems (some after-hours and on-call work required)Providing thought leadership and help develop telephony best practices andpreferred methodsHave a comprehensive telephony background and thorough understanding ofSIP, VOIP, & QoSResearching, evaluating, and recommending architectural improvements andnew technologiesIdentifying and proposing strategies around technical problems affecting team,communicatesstandards and gets buy-in on solutionsUnderstand ITIL concepts and how to apply them effectively in the enterpriseHave a thorough, working knowledge of the Agile project management paradigmRecognizing the importance of and being able to generate excellentdocumentation and diagramsEngaging in active listening and have effective written and verbal communicationskillsDemonstrating a proven ability to learn and grow through self-studyActing as a collaborative service provider to our internal and external customersProviding mentorship to junior team members and leading by exampleThinking Enterprise and understand that every delivered solution must beconsistent, redundant,standards compliant, well monitored, and thoroughly documentedSupporting a large (>1000 employee), fast-paced, always-on, enterprisetechnology organizationRequirements:5+ years of practical, hands-on experience maintaining large (250 agents plus),multi-site,complex contact center environments2+ years experience withGenesysPure Cloud, both administrative anddevelopment tasksExperience supporting call center technology is a must! E.g., Dialer, ACD, CallRecording,WallboardsExperience with omnichannel contact center technologies (Email, Chat, SMSetc.)Proven experience supporting contact center solutions and knowledge of bestpracticesExperience working with carrier technologies is a plus. E.g., PRI/OC3/12/48,configuring trunkgroups, troubleshooting line cards, and similar workFamiliarity with ServiceNow or other similar CMS / SKMSGenesyscertificationsICCS, ICCE, ICDE, Cloud Certified Professional, CloudCertifiedDeveloperBachelors degree in an information technology related field or equivalent workexperience