ComPsych

Senior Telecom Engineer, Genesys

ComPsych

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job 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