Senior Engineer, Unified Communications

Vibrant; Northern (KY); Hybrid; USD 88,000 - 117,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401K

Pre-tax FSA

Job summary

Vibrant Emotional Health is seeking a Senior Engineer, Unified Communications to advance UC platform development, design, and support. This remote role collaborates with vendors and internal teams to ensure reliable voice, chat, SMS, and video services.

The engineer will lead deployments, monitor performance, and uphold change management for Voice & Video infrastructure while supporting enterprise-scale UC systems and initiatives.

Qualifications

• Strong hands-on Genesys experience and administration.
• Proficient in problem management and incident resolution.
• Ability to collaborate with vendors on infrastructure designs.
• Ability to define hardware and software performance standards.
• Subject matter expert in Contact Center technology.
• Ability to absorb change and adapt to evolving environments.

Responsibilities

• Lead/coordinate Voice, Chat, SMS, Video deployments.
• Provide high level operational support and manage escalations.
• Monitor infrastructure capacity/performance for uninterrupted operation.
• Ensure Change Management compliance for Voice & Video infra.
• Lead/coordinate Service Provider activities.
• Manage resources and tasks for new deployments.
• Provide readiness through planning, incident resolution, upgrades.
• Participate in planning and support of UC systems.
• Other duties as assigned.

Skills

Genesys framework

Genesys PureCloud

Problem management

Troubleshooting

Vendor collaboration

Performance standards

UC SME

Change management

Education

Bachelor’s Degree

Tools

Genesys PureCloud

Job description

**Position Title: Senior Engineer, Unified Communications** **Department: Technology Reports to: Senior Manager, Unified Communications Location: Remote Schedule: Monday - Friday, 9 to 5PM ET Salary Range: $87,600.00 - $117,100.00** **Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.** **Position Summary:**The Senior Engineer, Unified Communications assists with UC platform development, design, and support. The Lead Unified Communication Engineer role will understand business processes and develop unit and integration test scenarios in accordance with system requirements and business process changes. The position provides central support to core systems, designs, configures, installs, manages, and troubleshoots Genesys hardware and software. **Job Duties/Responsibilities:*** Lead/coordinate new Voice, Chat, SMS, Video infrastructure and application deployments* Provide high level operational support and receive escalations in order to ensure final resolution on reported incidents* Monitor Voice, Chat, SMS, Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications* Ensure full compliance on Corporate Change Management policies and procedures for Voice & Video infrastructure* Lead/coordinate and manage Service Provider related activities* Manage resources and project related tasks related to new deployments* Provides operational readiness through the engineering, planning, coordination, incident and problem resolution, software installation, and upgrades* Participates in the planning, deployment and support of Unified Communication systems* Other duties as assigned**Required Skills/Abilities:*** Strong, hands-on, experience with the Genesys framework (configuration, routing strategies, etc.)* Responsible for administration and support of Genesys PureCloud solutions* Problem management skills* Advanced troubleshoot skills* Ability to collaborates with vendors on infrastructure designs to ensure the final product is what was architected or designed* Ability to define hardware and software performance standards* Serve as subject matter expert on all matters of Contact Center-related technology* Demonstrates ability to absorb change and continue with positive results**Required Qualifications:*** Bachelor’s Degree and at least 5 years experience as a UC Engineer or similar role (additional experience may be substituted in lieu of a degree)* Fully understand UC fundamentals and advanced features* Experience supporting large-scale UC implementations and upgrades* Hands on UC implementation, administration, maintenance, and optimization experience (e.g. Genesys PureCloud or similar) **Physical Requirements:*** Must be able to remain in a stationary position 50% of the time* Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer* Will frequently communicate over video calls with internal and external stakeholdersWe determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.