Genesys Engineer

Job Summary

• Experience with enterprise-level security control implementations, including Network Intrusion Detection/Prevention (NIDS/NIPS), Corporate Antivirus, Enterprise Web Filtering, Data Loss Prevention, Insider-threat Mitigation, Botnet Detection, etc., as well as demonstrable knowledge of the principles and techniques used to bypass said controls.

**** 100% Remote ****

• The Genesys Systems Design Engineer will be a key member of the Platform Engineering (PE) team, which is responsible for development and maintenance of the Voice Platform used by client’s front line professionals and support teams to deliver industry leading service to clients.
• The PE team plays an integral role within the Sales and Service Technology organization by helping to shape the future vision for Voice Services at clients.
• These capabilities are a critical component in enabling clients to evolve its relationship model with clients, provide a differentiated client experience and successfully acquire prospects.
• The PE Team partners closely with: the TIS Voice and Networking teams, the Sales and Service CRM and Desktop Technology Teams, the Contact Center Experience teams and a myriad of technology and business support organizations.
• Brief Description of Role The PE team is seeking a seasoned Genesys Systems Design Engineer responsible for thoroughly understanding client’s Genesys Contact Center solutions.
• This role is responsible for documenting, designing, developing, testing, supporting, and troubleshooting the Genesys and telephony products at client.
• The person in this role will provide senior leadership and mentor other staff members on the technical details associated with client’s contact center systems. Key Job Responsibilities
• Maintain client’s current contact center platforms and push for new technologies/advancement
• Document existing infrastructure associated with clients’s contact center solutions as well as ongoing changes to the environment
• Produce high availability designs to ensure seamless processing during application failure or environment disruptions
• Design and support transport and infrastructure routing strategy development focusing on a multi-carrier SIP environment
• Design, develop, test, and promote code to address new business requests and support ongoing needs for the contact center, including the ongoing development efforts for the voice platform
• Lead voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions
• Provide production support of issues raised as a result of client feedback
• Analyze call data and call flows for existing application
• Write well designed, testable, efficient code and ensure designs are in compliance with specifications • Will prepare and produce releases of software components to meet business requirements/needs
• Will support continuous improvements by investigating alternative technology and presenting these for architectural review
• Supports users and assists in troubleshooting by developing documentation and self-help tools
• Develop alerting tools to aid in efficiently troubleshooting errors/issues
• Manage and work with various infrastructure teams, vendors, and peers
• Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform Qualifications 7+ years’ experience in the following:
• Genesys Product Suite v8.x: Framework; IRD and Composer Routing; Administrator WFM; CCPulse; CCA/ICON; InfoMart with a focus on SIP environments
• Well rounded with experience in multiple contact center technologies including CTI, SIP and Genesys SIP Server, Call Routing and Historical Reporting, Genesys Workspace, Call Recording, VoIP technology, and CRM and IVR solutions
• Solid analytical skills, problem determination, and resolution recovery processes
• Experience working in an Agile environment
• Familiarity with a Dev Ops model with experience in automated build and deploy as well as automated testing tools
• Strong communication and interpersonal skills
• Genesys training and certification a plus