Software Systems Engineer

About the Role

Provide design, implementation, and support for all technologies related to Genesys Contact Center Voice infrastructure and applications. Serve as a subject matter expert (SME) in all areas of Voice and CTI technologies, including Genesys CTI, Framework, Stat and SIP server technologies, routing strategies, T-Lib SDK, and E-Services (Interaction Server, UCS, Chat server, and GMS).

Responsibilities

• 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 convergence technologies.
• Interface directly with CTX and peer teams on issues relating to acceptance and testing of Genesys technologies.
• Resolve or assist in resolving complex service problems for Vendor partner CTI solutions through multiparty conference calls with work centers, local access providers, customers, and equipment vendors.
• Perform administrative tasks on RedHat Linux, Oracle Databases, and scripting in Perl, Python, NodeJS, and PL/SQL.
• Create scripts in Perl, Python, or other languages and set up cron jobs.
• Adhere to Change Management Processes.

Requirements

• Genesys Engage Design and Implementation Certification required.
• Extensive experience with Genesys CTI, Framework, Stat, SIP server technologies, routing strategies, T-Lib SDK, and E-Services.
• Administrative knowledge of RedHat/Rocky Linux (certification preferred but not mandatory).
• Ability to write scripts in Perl, Bash, Ksh, Python, NodeJS, and PL/SQL.

Benefits

• Healthcare Insurance: Coverage through BlueCross BlueShield of Illinois for eligible employees and dependents, beginning the 1st of the month following 60 days of continuous full-time employment. Premiums are subsidized by Synectics.
• Dental Insurance: Plan through MetLife for eligible employees and dependents, beginning the 1st of the month following 60 days of continuous full-time employment.
• Vision Insurance: Coverage through VSP for eligible employees, beginning the 1st of the month following 60 days of continuous full-time employment.
• 401(k) Plan: Opportunity to invest in the Synectics Inc. Investment Savings Retirement Plan on the first of the month following at least one calendar year of employment. Open to employees aged 21 or older.