Senior Telephony Engineer

🔥 23 hours ago

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LoanCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💸 Finance

👥 B2C

🏠 Real Estate

Finance • B2C • Real Estate

LoanCare is a company that specializes in the servicing of mortgage loans. It provides a range of services related to managing mortgage payments, customer service for loan holders, and loss mitigation strategies. LoanCare aims to support homeowners in maintaining their mortgage accounts effectively, ensuring timely payments and managing any potential financial challenges.

📋 Description

• Utilize logical problem-solving to find creative solutions to problems with Genesys Cloud CX • 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 • Support AI-driven contact center technologies, including conversational IVR/IVA systems, predictive routing, AI chat/voice bots, and real-time agent assist tools. • Collaborate with AI/CCaaS teams to integrate Genesys Cloud such as speech analytics, intent detection, knowledge surfacing, automated summarization, and proactive guidance into call flows and routing logic. • 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 • 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 • Monitor, tune, and optimize AI-enabled routing, IVR intent recognition, and virtual agent performance to ensure accuracy, containment, and routing efficiency. • Participate in testing, validating, and troubleshooting AI-based solutions, including speech recognition, natural language understanding (NLU), and AI-based self-service workflows.

🎯 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. • Certified in Genesys (GCP, GCD,GCAI) • Experience in defining and documenting technology processes and solutions • In-depth knowledge of the Genesys Cloud Platform, including administrative functions, interaction flow development, APIs, and agent scripts • Ability to work independently and as a team, under minimal direction and effectively meet deadlines • Experience working with AI-driven contact center technologies • Ability to interpret, validate, and troubleshoot AI outputs such as recognition confidence, intent matching, and routing decisions • 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

• Optional medical, dental, vision, life, and disability insurance • Paid holidays, vacation, and sick leave • Fidelity National Financial matching 401(k) and employee stock purchase plans • Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being • Discounts on gym memberships, pet insurance, and employee purchasing programs • Access to a tuition reimbursement program that supports your continued education and professional growth.