Senior Genesys Telecom Engineer

🕒 il y a 24 jours

🇺🇸 États-Unis – Télétravail

💵 $125 000 - $150 000 / an

⏰ Temps Plein

🟠 Senior

👷🏻‍♀️ Ingénieur

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ComPsych

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1984

🏥 Santé

💼 Conseil

📦 Logistique

Healthcare • Consulting • Logistics

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 • Other tasks as required

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