Senior Genesys Telecom Engineer

🕒 il y a 17 jours

🇺🇸 États-Unis – Télétravail

💵 $100 000 - $130 000 / an

⏰ Temps Plein

🟠 Senior

👷🏻‍♀️ Ingénieur

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ComPsych

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1984

⚕️ Assurance santé

🧘 Bien-être

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych est un leader des programmes d'assistance aux employés (EAP), offrant des services de santé mentale et de bien-être aux employés et à leurs familles. L'entreprise se concentre sur l'amélioration de la productivité au travail en fournissant des services de soutien qui aident les employés à gérer les défis personnels et professionnels. Les solutions de ComPsych comprennent le conseil, l'intervention en cas de crise et divers programmes de bien-être conçus pour améliorer la satisfaction générale et la performance des employés.

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. • 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.

🎯 Exigences

• 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 • College degree or equivalent experience. • 7 + years of Telecom engineering. • 3 + years of hands-on Genesys Cloud CX experience. • Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus.

🏖️ Avantages

• Full benefits package • Paid Time Off (PTO) • medical, dental, vision • 401(k) with match • robust EAP • wellness program • and much more