Utilize logical problem-solving to find creative solutions to problems with Genesys Cloud CX
Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
Work with stakeholders and other technical teams to collect business and technical requirements to design/deliver enterprise-level solutions using Genesys architect and Genesys Scripter
Create and update technical documentation of operating procedures as needed
Serve as a technical expert for Tier 1/2/3 support groups
Collaborate and communicate with internal department architects and vendor partners
Collaborate with Product Owner on technology solutions, implementations, upgrades, enhancements and conversions; recommend solutions as appropriate
Provide problem-solving leadership based on experience with the technology
Act as a senior member of the Telephony Support Team in providing prompt support to assigned operations.
Coordinate day-to-day operations, run projects, and assign tasks to Tier 1/2/3 engineers
Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization, and documentation of Genesys Cloud CX
Follow and apply configuration and security standards and policies within a defined change management process
Ensure that system improvements and changes are implemented correctly and completely, monitor effects of the modifications
Establish/recommend policies on system use and services
Perform common administrative tasks such as reviewing system logs, setting up new users, and conducting monthly audits of permission levels
Deployment and support of enterprise software, including third-party and in-house applications
Act as an escalation point for Telephony platform issues and corporate IT standards for enterprise IT staff

Requirements

High School Diploma or equivalent required.
8+ years hands-on experience in troubleshooting, performance tuning, and problem resolution
7+ years’ experience with contact center technologies
Ability to interact with users of varying levels of technological understanding
Ability to understand complex network topologies, firewalls, information security, and troubleshoot packet loss and delay, jitter, codecs
Ability to troubleshoot user connection issues using browser Console trace logs.
Experience implementing REST API's within complex call flows.
Genesys Cloud CX Certification
Demonstrated ability to seek existing or emerging industry practices when solving business and technology problems
Experience in defining and documenting technology processes and solutions
In-depth knowledge of the Genesys Cloud Platform, including:
o Administrative functions (user creation, schedules, etc.)
o Interaction flow development in Architect
o Genesys Cloud CX APIs
o Creating and maintaining agent scripts
Ability to work independently and as a team, under minimal direction and effectively meet deadlines
A self-starter with a proven ability to manage multiple projects efficiently, multitask between operational and project-related work efforts and be effective in a fast-paced environment
Strong documentation skills while working with business and technical requirements
Strong organizational skills with an eye for detail
Strong verbal and written communications skills; ability to take complex information and present/explain it clearly and concisely.

Benefits

Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
Time Off: Paid holidays, vacation, and sick leave
Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
Employee Recognition: Programs that celebrate achievements and milestones
Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingperformance tuningproblem resolutioncontact center technologiesREST APIspacket lossjittercodecsGenesys Cloud CXinteraction flow development

Soft Skills

problem-solvingcommunicationorganizational skillsdocumentation skillsteamworkindependencemultitaskingattention to detailleadershipstakeholder collaboration

Certifications

Genesys Cloud CX Certification