Unified Communications Engineer

Essential Functions:

• Plans, architects, designs, analyzes, configures, installs, and upgrades Genesys Cloud CX enterprise telecommunications system, and UCaaS and CCaaS provider services.
• Serves as subject matter expert on Genesys Cloud CX architecture and consults with stakeholders when telecommunication system architecture knowledge is needed.
• Develops Genesys Cloud CX architecture deliverables that are consistent with architecture principles, standards, methodologies, and organization's best practices.
• Design, configure, and maintain Genesys Cloud CX3 environments, including Architect call flows, routing strategies, and integrations.
• Collaborate with cross-functional teams to integrate 3rd Party solutions into the contact center ecosystem.
• Develop and maintain IVR scripts, queues, skills, and user profiles in Genesys Cloud.
• Ensure high availability, performance, and security of contact center platforms.
• Implement and support workforce management, quality monitoring, and speech analytics using all available environments.
• Troubleshoot and resolve complex Genesys platform issues.
• Analyzes solutions to company’s telecommunication system challenges based on business requirements.
• Seeks and maximizes opportunities to improve telecommunications productivity, solutions quality, and cost effectiveness.
• Plans, architects, designs, implements, and upgrades various software and systems to support company operations including but not limited to:
• UCaaS and CCaaS routing via ANI, DNIS, Call Scripts, ACD, and Skills Based routing.
• Telecom Carrier circuits of various types
• Contact Center systems and contact routing for Chat, e-mail, Social Media, Outbound Dialing.
• Complex multi-telecom carrier routing plans

Education and Experience:

• Bachelor’s Degree in Computer Science or related field of study, required.
• Minimum eight (4) years’ experience with Genesys Cloud CX, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.
• Strong understanding of Genesys Architect for call flow design, IVR scripting, and routing strategies.
• Experience with SIP, VoIP, and network protocols.
• Hands-on experience with Genesys Cloud CX3 platform, including configuration, administration, and troubleshooting.
• Proficiency in configuring queues, skills, user roles, and permissions within the Genesys Cloud environment.
• Ability to monitor and analyze contact center performance using Genesys Cloud reporting and analytics tools.
• Knowledge of Omnichannel capabilities including voice, chat, email, and social media within Genesys Cloud.
• Extensive experience with Carrier Circuits required
• Strong communication and documentation abilities.

Special Requirements/Certification:

• Genesys certifications such as Genesys Cloud Certified Professional (GCP) – Architect or Developer, a plus
• Microsoft certifications such as MS-700: Managing Microsoft Teams or Microsoft 365 Certified: Teams Administrator Associate, a plus.