Genesys Cloud Engineer (Telecom Network Engineer)

SchoolsFirst Federal Credit Union; Aliso Viejo (CA); On-site; USD 96,110 - 153,777; Full time

Job summary

SchoolsFirst Federal Credit Union is seeking a Genesys Cloud Engineer to design and manage Contact Center systems in Aliso Viejo, CA. You will ensure performance and reliability while collaborating with project teams and managing vendor relationships.

The role requires advanced knowledge of UC/CC applications and at least 5-7 years of related experience. A Bachelor’s Degree in engineering or computer science is preferred. The position offers a rich environment for growth and technical challenge.

Qualifications

• 5-7 years of contact center application and IP telephony experience.
• GCX-GCP Genesys Cloud CX Certified Professional (preferred).
• GCP-GC Genesys Cloud Certified Professional.

Responsibilities

• Design and manage Contact Center systems to ensure performance.
• Collaborate with various stakeholders on projects.
• Support ongoing improvements to telecommunications infrastructure.

Skills

Advanced knowledge of UC/CC applications

Advanced knowledge of IP telephony architecture

Advanced knowledge of VoIP protocols

Intermediate knowledge of network communication

Intermediate knowledge of monitoring tools

Education

Bachelor’s Degree in engineering or computer science

Job description

Genesys Cloud Engineer (Telecom Network Engineer)

Pay Range: $96,110.00 - $153,777.00. Scheduled Weekly Hours: 40.

Responsibilities

• Design, administer, configure, install, provision, monitor, and troubleshoot Contact Center systems to ensure availability, capacity, and performance.
• Perform assigned duties as listed in RACI models and under general direction from the manager.
• Collaborate with peers, architects, project managers, managers, and business stakeholders on design, strategy, and project activities.
• Support SchoolsFirst’s complex telecommunications infrastructure, focusing on Routing and Switching, Voice & Collaboration, and Contact Center Design; install and configure systems using best‑practice principles.
• Design and implement highly available solutions to minimize repair and recovery efforts from hardware or software failures.
• Ensure system availability and reliability through daily monitoring, ongoing performance tuning, optimization, and OS/application patching.
• Document Standard Operating Procedures (SOPs) for current system administration while developing innovative and automated approaches for improvements.
• Troubleshoot, resolve, and provide root‑cause analysis of complex system and user issues, independently or via 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 communication, and establishing KPIs to assess performance.
• Support ongoing improvements, including periodic failover and testing of disaster recovery and business continuity solutions.
• Forecast, recommend, and implement capacity planning.
• Provide after‑hours maintenance and support as needed.
• Deliver world‑class end‑user service and technical support.
• Obtain relevant certifications based on the Certification Path identified by management.
• Consistently strive to improve processes and technology.
• Participate in scheduled huddles and meetings; report on metrics, analyze deviations, and discuss improvement areas with the team.
• Serve on the on‑call rotation supporting the production environment 24x7x365.
• Perform other duties as assigned.
• Comply with regulatory compliance and assigned training requirements, including but not limited to BSA regulations relating to specific job duties.

Qualifications

• Bachelor’s Degree with a technical major (engineering, computer science) or equivalent years of experience.
• 5‑7 years of contact center application and IP telephony experience.
• GCX‑GCP Genesys Cloud CX Certified Professional (preferred).
• GCX‑GCD Genesys Cloud CX Certified Developer (preferred).
• GCX‑ARC Genesys Cloud Architect Certification.
• GCP‑GC Genesys Cloud Certified Professional.
• GCD‑GC Genesys Cloud Certified Developer.

Knowledge, Skills, and Abilities

• Advanced knowledge of UC/CC applications (4+ years), including Genesys, Cisco UCCE, Avaya, Five9, 8x8.
• Advanced knowledge of IP telephony architecture (3+ years) with SIP trunks, SBCs, media gateways, FXS/FXO, codecs.
• Advanced knowledge of UC/CC technologies (IVR, APIs, ACD, WFM/WFO, omnichannel communications).
• Advanced knowledge of VoIP protocols (SIP/SDP, RTP/SRTP, WebRTC, MGCP).
• Intermediate knowledge of network communication per TCP/IP and OSI models.
• Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE, and 10GigE.
• Intermediate knowledge of monitoring tools (SNMP, packet capture, application logs).
• Intermediate knowledge of operating systems, servers, and storage.
• Intermediate knowledge of CoS and QoS design, configuration, and support.
• Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO).

Additional Knowledge, Skills, and Abilities

• Advanced knowledge of UCaaS/CCaaS (2+ years) with Genesys Cloud.
• Support ongoing designs, implementations, and management of Genesys Cloud’s Contact Center solution.
• 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 contact center performance.
• Manage cloud services vendors: 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 requiring integration through Genesys Cloud APIs.
• Work closely with internal departments to understand business requirements and provide customized contact center solutions.

Equal‑Employment Opportunity Statement

SchoolsFirst FCU is an equal‑opportunity employer and prohibits discrimination against qualified individuals based on race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, genetic information, veteran status, or disability. This organization participates in E‑Verify.