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
