Senior Telephony Engineer
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Job Description
Senior Telephony Engineer managing Genesys Cloud CX solutions for client communications. Collaborating with stakeholders and providing technical support to ensure optimal telephony performance.
Responsibilities:
- 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.
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