Genesys Cloud Engineer (Telecom Network Engineer)

About the role

The Genesys Cloud Engineer (Telecom Network Engineer) at SchoolsFirst FCU is responsible for the design, administration, configuration, installation, provisioning, monitoring, and troubleshooting of Contact Center systems. This role also involves collaborating with peers, architects, project managers, managers, and business stakeholders on design, strategy, and project activities. The engineer supports the complex telecommunications infrastructure, focusing on routing and switching, voice & collaboration, and contact center design.

Responsibilities

• Responsible for effective design, administration, configuration, installation, provisioning, monitoring, and troubleshooting of Contact Center systems.
• Perform assigned duties as listed in RACI model(s) and under general direction from manager.
• Collaborate with peers, architects, project managers, managers, and business stakeholders on design, strategy, and project activities.
• Support SchoolsFirst’s complex telecommunications infrastructure, with a focus on one or more key functional areas: Routing and Switching, Voice & Collaboration, and Contact Center.
• Design, install, and configure systems for the telecommunications infrastructure, using best practice principles.
• Implement highly available solutions to minimize repair and recovery efforts from hardware or software failures.
• Ensure system availability and reliability by performing daily monitoring, ongoing performance tuning, and OS and application patching.
• Document Standard Operating Procedures (SOPs) for current system administration, while developing innovative and automated approaches for improving processes.
• Resolve and provide root cause analysis of complex system and user issues, independently or through coordination with third-party vendor support.
• Collaborate with team members, service stakeholders, and vendors to fulfill service and enhancement requests.
• Manage vendor relationships by defining objectives, maintaining regular communication, and establishing Key Performance Indicators (KPIs) to assess vendor performance.
• Forecast, recommend, and implement capacity planning.
• Provide after-hours maintenance and support as needed.
• Provide world-class end-user service and technical support.
• Obtain relevant certifications based on the Certification Path identified by management.
• Strive to make improvements to processes and technology.
• Participate in regularly scheduled huddles and meetings; report on individual metrics, analyze deviations, and discuss areas of improvement with the team as a whole.
• Support on-call rotation supporting the production environment 24x7x365.

Qualifications

• Bachelor's Degree with a technical major, such as engineering or computer science, or equivalent years of experience required.
• 5-7 years of contact center application and IP telephony experience required.
• GCX-GCP Genesys Cloud CX Certified Professional preferred.
• GCX-GCD Genesys Cloud CX Certified Developer preferred.
• GCX-ARC Genesys Cloud Architect Certification preferred.
• GCP-GC Genesys Cloud Certified Professional preferred.
• GCD-GC Genesys Cloud Certified Developer preferred.
• Advanced knowledge of UC/CC applications with 4+ years of experience with applications such as: Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8...
• Advanced knowledge of IP telephony architecture with 3+ years of practical experience with SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs...
• Advanced knowledge of UC/CC technologies (e.g. IVR, APIs, ACD, WFM/WFO, Omnichannel communications...) and advanced knowledge of voip protocols (e.g., SIP/SDP, RTP/SRTP, WebRTC, MGCP...).
• Intermediate knowledge of network communication as defined by TCP/IP and OSI models.
• Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE and 10GigE.
• Intermediate knowledge of monitoring tools for SNMP, packet capturing, and application log files.
• Intermediate knowledge of operating systems, servers, and storage.
• Intermediate knowledge of CoS and QoS designs, configurations, and support.
• Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO).

Skills

• Advanced knowledge of UCaaS/CCaaS, with 2+ years of practical experience with Genesys Cloud.
• Monitor, analyze, and report on contact center performance using analytic tools for forecasting, metrics, and KPIs.
• Support capacity planning, load testing, and performance tuning to ensure optimal performance of the contact center systems.
• Manage cloud services vendor(s), monitor ticket escalations, coordinate upgrades, and hold them accountable to contractual SLAs and obligations.
• Collaborate with cross-functional teams to ensure successful delivery of organizational projects that require integration through Genesys Cloud APIs.
• Work closely with internal departments to understand their business requirements, providing customized contact center solutions.

Benefits

Our pay range is $96,110.00 - $153,777.00 per year. The typical new hire salary offers fall within the minimum to midpoint of the pay range for many candidates. Any offer extended to a candidate will be based on their unique set of knowledge, skills, education, and experience as well as internal equity. We participate in E-Verify.