Manufacturing Engineer, Electrical/Electronics – Entry Level
Boeing
Senior Telecom Engineer, Genesys
ComPsych
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
Cloud
About the role
- Design, implement, and maintain Genesys Cloud CX solutions, focusing on cloud integration and deployment
- Configure and manage IVR, ACD, and Workforce Management tools to optimize contact center operations
- Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex Genesys Cloud incidents
- Collaborate with IT, Call Center Operations, management, and external vendors to ensure system functionality and scalability
- Develop and execute test plans for new releases, updates, and deployments in the Genesys environment
- Provide end-user and management support, training, and empowerment to utilize system features effectively
- Keep abreast of contact center technologies and Genesys Cloud trends
- Document system configurations, updates, and procedures for consistency and continuity
- Participate in on-call rotations to support critical system functions outside regular business hours
- Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients
- Manage domestic and international telecommunications vendors and reconcile telephone bills against budgets and contracts
- Manage contact center reporting and related tasks
- Configure, administer, and maintain the RightFax platform and provide end-user support
- Other tasks as required
Requirements
- Genesys Cloud CX architecture and implementation
- 3+ years of hands-on Genesys Cloud CX experience
- 7+ years of Telecom engineering
- Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, Email)
- Maintenance and support of Genesys Cloud features (Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, outbound dialer)
- Strong knowledge of IVR design and administration
- 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 and participate in on-call rotation
- Some travel may be required
- College degree or equivalent experience
- Relevant Genesys Cloud CX and Genesys Workforce Management certifications a strong plus
