Lead Telecom Support Engineer - Genesys CX

Concentrix; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A global leader in technology services is seeking a skilled Genesys Voice Engineer to design and implement voice solutions. This role involves collaborating with cross-functional teams to optimize communication systems, ensuring high-quality delivery and performance. The ideal candidate will have extensive experience with Genesys platforms and strong problem-solving skills, contributing to innovative solutions in a dynamic environment.

Qualifications

• 7+ years of experience with Genesys voice solutions or similar roles.
• Experience with recording platforms (Verint/Nice) is a plus.

Responsibilities

• Configure and deploy Genesys CCaaS voice solutions.
• Monitor and maintain voice systems for high availability.
• Develop routing strategies and call flows.

Skills

Proficiency in Genesys Voice platforms

Knowledge of WebRTC

Strong analytical and problem-solving skills

Excellent communication skills

Education

Bachelor’s degree in Computer Science

Tools

SQL

AWS

Salesforce

Job description

Job Title: Lead Telecom Support Engineer - Genesys CX

Job Description

Genesys Voice Engineer

We're Concentrix, the intelligent transformation partner. Solution-focused, tech-powered, intelligence-fueled.

As a global technology and services leader, we power the world’s best brands with data, insights, industry expertise, and advanced technology solutions. We are committed to creating impactful careers across over 70 countries, attracting top talent.

In our Information Technology and Global Security team, you will deliver cutting-edge technology infrastructure, software solutions, and security measures for our staff and clients. You will collaborate with industry experts to design, implement, and strategize IT, security, application development, and innovative solutions, supporting our vision of developing, building, and running the future of Integrated Services.

Our team members worldwide are dedicated to ensuring exceptional relationships. We are proud recipients of awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture.”

We embrace diversity and curiosity, valuing talent that helps others and strives to exceed expectations. Join us on this journey toward greater opportunities and brighter futures.

Position Overview

We are seeking a skilled and experienced Genesys Voice Engineer to join our team. The candidate will be responsible for designing, implementing, and maintaining Genesys voice solutions to ensure seamless communication systems. This role requires deep technical expertise, strong problem-solving skills, and a commitment to high-quality delivery.

Key Responsibilities

1. Design & Implementation:
   • Configure and deploy Genesys CCaaS (CX) voice solutions, including Genesys Engage and Cloud.
   • Understand Genesys Framework, IVR, Digital eServices, Routing, Recording, and Reporting.
   • Integrate Genesys solutions with CRM, IVR, and third-party applications.
2. System Maintenance & Optimization:
   • Monitor and maintain voice systems for high availability and performance.
   • Troubleshoot and resolve technical issues.
   • Perform updates and patch management.
3. Development & Customization:
   • Develop routing strategies, call flows, and scripts based on business needs.
   • Customize solutions for specific client or internal requirements.
4. Collaboration & Support:
   • Work with cross-functional teams including network engineers, developers, and QA.
   • Provide support and training to end-users and stakeholders.
   • Participate in incident and change management.
5. Documentation & Reporting:
   • Create and maintain system documentation, architecture diagrams, configurations, and SOPs.
   • Generate performance reports and recommend improvements.

Required Skills & Qualifications

1. Technical Expertise:
   • Proficiency in Genesys Voice platforms (Genesys Cloud, PureConnect, PureEngage).
   • Knowledge of WebRTC, SIP, VoIP, and telephony protocols.
   • Experience with IVR, call routing, and voice recording systems.
2. Programming & Scripting:
   • Familiarity with Java, C#, or Python.
   • Knowledge of Genesys Composer, SCXML, or routing scripts.
3. Tools & Integration:
   • Experience with databases (SQL, Oracle).
   • Knowledge of CRM integrations (Salesforce, Microsoft Dynamics).
   • Familiarity with cloud platforms (AWS, Azure).
4. Soft Skills:
   • Strong analytical and problem-solving skills.
   • Excellent communication and documentation skills.
   • Ability to work collaboratively in fast-paced environments.

Preferred Qualifications

• Genesys Certifications (e.g., Genesys Certified Professional).
• Experience with Agile/Scrum methodologies.

Education & Experience

• Bachelor’s degree in Computer Science, IT, or related field.
• 7+ years of experience with Genesys voice solutions or similar roles.
• Experience with recording platforms (Verint/Nice) is a plus.

Location

BGR Work-at-Home

Language & Time

Language Requirements: [Specify if needed]

Time Type: Full-time

Note: For California residents, submitting your information acknowledges access to the Job Applicant Privacy Notice for California Residents.