Genesis10 ยท 2 months ago
Senior Operations Contact Center Engineer
Tampa, FL
Full-time
Onsite
Senior Level
6+ years expGenesis10 is seeking a Sr. Operations Contact Center Engineer for their client in the Wealth Management industry. The role involves ensuring the smooth operation and optimization of the Genesys Contact Center CX platform, troubleshooting issues, and collaborating with team members to maintain platform effectiveness.
Information ServicesInformation Technology
Responsibilities
Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension and analytics
Collaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirement
Work closely with team lead on standardization of processes and standards
Conduct in-depth assessments of current technology landscapes and existing infrastructure to identify areas for improvement and integration of cutting-edge monitoring and test automation technologies
Define and manage user roles and permissions in system to meet business requirements
Define and manage contact center operational reports and business facing reports
Proficient in write, maintain and execute performance test scenarios, strategy and document test status and results
Continue to improve the effectiveness of operational tools, processes and identify opportunities for improvements
Collaborate with Support Teams to ensure proper integration with third-party solution like Salesforce, Cisco UC, Observe.AI, PureInsight, AudioCodes
Work with Technology Business Support team to ensure Contract Center solutions are meeting business service levels
Lead technical troubleshooting sessions to restore service, manage incidents, and take the team lead, stakeholders through the process
Troubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote users
Monitor and manage of contact center applications to ensure overall system performance, accessibility, and usability
Ensure system changes and requests are prioritized and addressed directly, or with vendor technical support
Qualification
Required
6+ years of experience Supporting Genesys Call Center platform
5+ years of deep technical experience working with cloud-based Globally deployed Contact Center environments
Proficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM Integrations
Experience implementing and supporting BYOC integrations with CCAAS
Scripting and use of automation optimizing repeatable tasks by REST APIs
Experience with software, telephony and Contact Center testing and monitoring technologies such as Cyara or other comparable monitoring software
Experience analyzing Genesys Cloud logs through Splunk, AWS Event Bridge and building technical dashboards with applicable errors to promote faster remediation and proactive monitoring
Integration support with Salesforce and ServiceNow
Experience with Agile / Scrum methodologies, Collaborating on JIRA and Confluence
Team-oriented, collaborative, proven experience leading programs to successful implementation and completion
Genesys training and certification
Knowledge of telephony platforms such as Cisco Unified Communications, Cisco Client, WedEx Calling and Audio Codes
Benefits
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF & Illinois)
Company
Genesis10
Information Technology and Services
1001-5000 employees
H1B Sponsorship
Genesis10 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (126)
2024 (68)
2023 (20)
2022 (2)
2021 (13)
2020 (29)
Funding
Current Stage
Late StageLeadership Team
Harley Lippman
CEO and Founder
Company data provided by crunchbase