Senior Telecom Engineer – Genesys

🕒 July 13

🇺🇸 United States – Remote

💵 $130k - $160k / year

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

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ComPsych

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

ComPsych is a leading provider of employee assistance programs (EAP), offering mental health and wellness services to employees and their families. The company focuses on improving workplace productivity by providing support services that help employees manage personal and work-related challenges. ComPsych's solutions include counseling, crisis intervention, and various wellness programs designed to enhance overall employee satisfaction and performance.

📋 Description

• 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. • 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

🎯 Requirements

• 7 + years of Telecom engineering • 3 + years of hands-on Genesys Cloud CX experience • Genesys Cloud CX architecture and implementation • Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email) • Strong knowledge of the design and administration of IVRs • Administration and support for Workforce Management • Excellent customer service skills • College degree or equivalent experience • Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus • 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

🏖️ Benefits

• Full benefits package, including Paid Time Off (PTO) • Medical, dental, vision • 401(k) with match • Robust EAP • Wellness program • Much more