Apply on Employer Site

ComPsych · 2 months ago

Senior Telecommunications Engineer

United States

Full-time

Remote

Senior Level

7+ years exp

ComPsych is the worldwide leader in organizational mental health, well-being, and absence management. They are seeking a dynamic and well-seasoned Senior Telecom Engineer to deploy, optimize, and maintain their contact center solutions, enhancing customer and employee engagement while improving operational efficiency.

Mental Health Care

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

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

Qualification

Genesys Cloud CXTelecommunications engineeringWorkforce ManagementIVR configurationACD managementAudio/video conferencingRightFax administrationCustomer service skillsTroubleshootingCollaboration

Required