Senior Telephony Engineer

🕒 il y a 23 jours

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LoanCare

Site WebLinkedInTous les Emplois

1001 - 5000 employés

💼 Conseil

🛡️ Assurance

📦 Logistique

Consulting • Insurance • Logistics

LoanCare est une entreprise spécialisée dans la gestion des prêts hypothécaires. Elle propose une gamme de services liés à la gestion des paiements hypothécaires, au service client pour les détenteurs de prêts, et aux stratégies d'atténuation des pertes. LoanCare vise à aider les propriétaires à maintenir efficacement leurs comptes hypothécaires, en assurant des paiements ponctuels et en gérant les éventuels défis financiers.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.