Senior Genesys Telecom Engineer

ComPsych Corporation; Idaho; On-site; USD 125,000 - 160,000; Full time

Benefits offered by this job

PTO

Medical insurance

Dental insurance

Vision insurance

401(k) with match

EAP

Wellness program

Job summary

ComPsych Corporation in the United States seeks a dynamic Senior Telecom Engineer specializing in Genesys Cloud CX and Workforce Management to deploy, optimize, and maintain contact center solutions.

The role requires 7+ years of telecom engineering and 3+ years of hands-on Genesys Cloud CX experience, with travel occasional and on-call rotations. Competitive compensation and benefits are offered.

Qualifications

• 7+ years of Telecom engineering experience.
• 3+ years of hands-on Genesys Cloud CX experience.
• Experience with Genesys Cloud CX architecture and implementation.

Responsibilities

• Design, implement, and maintain Genesys Cloud CX solutions in a cloud environment.
• Configure and manage IVR, ACD, and Workforce Management tools to optimize operations.
• Monitor performance, troubleshoot incidents, and provide technical support for the Genesys Cloud platform.
• Collaborate with IT, Operations, and vendors to ensure scalable contact center systems.
• Develop test plans for new releases and deployments.

Skills

Genesys Cloud CX

Multichannel Genesys apps

ArchitectFlows & Data Actions

IVR & ACD administration

Workforce Management integration

Phone systems integration

Customer service

Education

College degree or equivalent experience

Tools

RightFax

Zoom

Genesys APIs

Data Actions

Job description

Job Summary

ComPsychseeksadynamic andwell-seasoned Senior TelecomEngineer to join our innovative team as a Telecom Engineer specializing in Genesys Cloud CX and Workforce Management. In this role, you will be pivotal in deploying,optimizing, andmaintainingour contact center solutions to enhance customer and employee engagement and improve operational efficiency.This position requires a strong understanding of telecommunicationsand Genesys Cloud CX and Workforce management platforms.

Primary Responsibilities

• Design, implement, andmaintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.
• Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimizecontact center operations.
• Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.
• Collaborate with cross-functional teams, including IT, Operations - Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
• Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.
• Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.
• Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.
• Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.
• Participate in on-call rotations to support critical system functions outside regular business hours as needed.
• Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.
• Promotes standards and procedures.
• Manage domestic and international telecommunications vendors.
• Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.
• Manage contact center reporting and other related tasks.
• Configuration, administration, and maintenance of the RightFax platform.
• Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues.
• Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.
• Other tasks as required.

Job Qualifications

• Genesys Cloud CX architecture and implementation.
• Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
• Maintenance and support of Genesys Cloud, including but not limited to ArchitectFlows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.
• Strong knowledge of the design and administration of IVRs.
• Administration and support for Workforce Management.
• Experience with call routing and voice response.
• Experience with ticketing systems and change management.
• Excellent customer service skills.
• Willingness and ability to work hours necessary to meet project deadlines as required.
• Must participate in an on-call rotation; some travel may be required, although rare.
• College degree or equivalent experience.
• 7+ years of Telecom engineering.
• 3+ years of hands‑on Genesys Cloud CX experience.
• Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus.

Compensation and Benefits

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• The salary range for this position is $125,000 - $160,000 (USD). The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.

EEO

EEO

ComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.