200+ applicants

Company

ComPsych · 4 days ago

Senior Genesys Telecom Engineer

United States

Full-time

Remote

Senior Level

7+ years exp

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Responsibilities

Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.

Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations.

Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.

Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.

Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.

Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.

Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.

Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.

Participate in on-call rotations to support critical system functions outside regular business hours as needed.

Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.

Promotes standards and procedures.

Manage domestic and international telecommunications vendors.

Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.

Manage contact center reporting and other related tasks.

Configuration, administration,and maintenance of the RightFax platform.

Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues.

Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.

Other tasks as required.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Genesys Cloud CXIVR designAdministrationWorkforce ManagementTelecom engineeringMultichannel Genesys applicationsTicketing systemsChange managementCustomer service skillsAudio/video conferencingRelevant certifications

Required

Genesys Cloud CX architecture and implementation.

Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)

Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.

Strong knowledge of the design and administration of IVRs.

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 as required.

Must participate in an on-call rotation; some travel may be required, although rare.

College degree or equivalent experience.

7 + years of Telecom engineering.

3 + years of hands-on Genesys Cloud CX experience.