Job
Description
Responsibilities: Providing support for all Genesys PureConnect / Genesys Cloud telephony systems, including Dialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting and handler development Working closely with other engineers to troubleshoot and resolve complex problems (some after- hours and on-call work required) Providing thought leadership and help develop telephony best practices and preferred methods Have a comprehensive telephony background and thorough understanding of SIP, VOIP, & QoS Researching, evaluating, and recommending architectural improvements and new technologies Identifying and proposing strategies around technical problems affecting team, communicates standards and gets buy-in on solutions Understand ITIL concepts and how to apply them effectively in the enterprise Have a thorough, working knowledge of the Agile project management paradigm Recognizing the importance of and being able to generate excellent documentation and diagrams Engaging in active listening and have effective written and verbal communication skills Demonstrating a proven ability to learn and grow through self-study Acting as a collaborative service provider to our internal and external customers Providing mentorship to junior team members and leading by example Thinking “Enterprise” and understand that every delivered solution must be consistent, redundant, standards compliant, well monitored, and thoroughly documented Supporting a large (>1000 employee), fast-paced, always-on, enterprise technology organization Requirements: 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments 2+ years experience with Genesys Pure Cloud, both administrative and development tasks Experience supporting call center technology is a must! E.g., Dialer, ACD, Call Recording, Wallboards Experience with omnichannel contact center technologies (Email, Chat, SMS etc.) Proven experience supporting contact center solutions and knowledge of best practices Experience working with carrier technologies is a plus. E.g., PRI/OC3/12/48, configuring trunk groups, troubleshooting line cards, and similar work Familiarity with ServiceNow or other similar CMS / SKMS Genesys certifications: ICCS, ICCE, ICDE, Cloud Certified Professional, Cloud Certified Developer Bachelor’s degree in an information technology related field or equivalent work experience
