Genesys PureConnect / Genesys Cloud telephony

Responsibilities:

· Providing support for all Genesys PureConnect / Genesys Cloud telephony

systems, including

· Dialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting and

handler

· development

· Working closely with other engineers to troubleshoot and resolve complex

problems (some after-

· hours and on-call work required)

· Providing thought leadership and help develop telephony best practices and

preferred methods

· Have a comprehensive telephony background and thorough understanding of

SIP, VOIP, & QoS

· Researching, evaluating, and recommending architectural improvements and

new technologies

· Identifying and proposing strategies around technical problems affecting team,

communicates

· standards and gets buy-in on solutions

· Understand ITIL concepts and how to apply them effectively in the enterprise

· Have a thorough, working knowledge of the Agile project management paradigm

· Recognizing the importance of and being able to generate excellent

documentation and diagrams

· Engaging in active listening and have effective written and verbal communication

skills

· Demonstrating a proven ability to learn and grow through self-study

· Acting as a collaborative service provider to our internal and external customers

· Providing mentorship to junior team members and leading by example

· Thinking “Enterprise” and understand that every delivered solution must be

consistent, redundant,

· standards compliant, well monitored, and thoroughly documented

· Supporting a large (>1000 employee), fast-paced, always-on, enterprise

technology organization

Requirements:

· 5+ years of practical, hands-on experience maintaining large (250 agents plus),

multi-site,

· complex contact center environments

· 2+ years experience with Genesys Pure Cloud, both administrative and

development tasks

· Experience supporting call center technology is a must! E.g., Dialer, ACD, Call

Recording,

· Wallboards

· Experience with omnichannel contact center technologies (Email, Chat, SMS

etc.)

· Proven experience supporting contact center solutions and knowledge of best

practices

· Experience working with carrier technologies is a plus. E.g., PRI/OC3/12/48,

configuring trunk

· groups, troubleshooting line cards, and similar work

· Familiarity with ServiceNow or other similar CMS / SKMS

· Genesys certifications: ICCS, ICCE, ICDE, Cloud Certified Professional, Cloud

Certified

· Developer

· Bachelor’s degree in an information technology related field or equivalent work

experience