Software Systems Engineer

Remote position. Standard work hours are 9am – 5pm EST, Monday through Friday, with a rotating on-call shift every 6–8 weeks.

About the Role

Provide design, implementation, and support for all technologies related to AT&T Genesys Contact Center Voice infrastructure and applications. Experienced with Genesys CTI, Framework, Stat and SIP server technologies, routing strategies, T-Lib SDK, E-Services (including Interaction Server, UCS, Chat server, and GMS).

Responsibilities

• Serve as a subject matter expert (SME) in all areas of Voice and CTI technologies; Genesys Engage Design and Implementation Certification required.
• Install Genesys applications and troubleshoot end-to-end voice and digital interactions, providing incident support on all managed Genesys platforms.
• Provide project and implementation support for all convergence technologies.
• Interface directly with AT&T CTX and peer teams on issues relating to acceptance and testing of the technologies described.
• Resolve or assist in resolving complex service problems for AT&T and vendor partner CTI solutions through multiparty conference calls with various work centers, local access providers, internal/external customers, and equipment vendors.
• Perform administrative tasks on RedHat Linux, Oracle Databases, and write scripts in Perl, Python, NodeJS, and PL/SQL; set up cron jobs.

Requirements

• Genesys Engage Design and Implementation Certification
• Extensive administrative knowledge of RedHat/Rocky Linux (certification preferred but not mandatory)
• Ability to write scripts in Perl, Bash, Ksh, Python, NodeJS, and PL/SQL
• Experience with Change Management Processes

Pay

$65/hr to $70/hr

Benefits

Full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities.