Genesys Development Engineer II

Job Summary

As a member of NCR Voyix Telecom Engineering team the Genesys Telecom Engineer will have responsibility for designing, engineering, implementing and supporting Genesys cloud infrastructure in a global multi-location contact center, corporate and branch office environment. Delivery of systems and technologies to enhance the customer experience through advanced technology development and execution on technology strategies for voice, data, and video services.

Responsibilities

Successful candidate will be responsible for the technical leadership, design, support, project management and deployment of Genesys solutions and supporting call center applications. Position will lead and implement technical projects to reduce cost, improve service or provide innovated business solutions consistent with business strategies. In this position, you will be responsible for the engineering, configuration, installation, maintenance and upgrade of the companies Genesys PureCloud environment, supporting applications and cloud configuration. This will include installation of Genesys cloud software, setup testing, remote monitoring, scripting, and integration with other enterprise applications.

Requirements

Three years experience (Grade 10) Five years (Grade 11), Seven years (Grade 12) with voice infrastructure design and support in a Genesys environment with scripting and advanced features. Genesys support, design and implementation with general telephony engineering, technical project management and leadership. Experience with multi-site configurations in system engineering and administration role. Telecom engineering including VoIP design and architecture.

Primary Technical Skills

• Experience with multi-site Genesys PureCloud configurations for a multi-location contact center.
• Genesys PureCloud scripting and configuration experience
• Experience with Genesys PureCloud connectors to Salesforce and ServiceNow
• Experience with PureInsights reporting platform
• Experience with Genesys advanced features such as Workforce Management, Speech and Text Analytics, Chat, Email, Quality Management

Secondary Technical Skills

• Data Networking (Genesys routing/switching, QOS)
• Monitoring and Reporting Applications
• Telecommunications: FXO/FXS/PRI/T1/DS3 Circuits Signaling Protocols
• General Architecture (LAN/WAN Networks)
• Database - DB performance tuning

Non-Technical Skills

• General Attributes: (Strong written, verbal, MS-Office Application skills)
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Excellent Client Relations Skills
• History of leading technical delivery and design capabilities
• Good Mentoring Skills (technical and process)
• Extremely flexible, ability to form outstanding working relationships
• Skilled at working within a team-oriented, collaborative environment
• Highly self-motivated and directed
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong interpersonal and oral communication skills
• Ability to conduct research into hardware and software issues and products as required
• Ability to present ideas and solutions in user-friendly language to key project and management personnel

Education

Bachelors degree from an accredited college or university in computer science, information systems, engineering or a mathematics-intensive discipline, an applicable training certificate from an accredited training institution, or equivalent work experience.

Plus

• Genesys Certifications

Work Conditions

Occasional on-call and weekend support availability when necessary. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.