Sr. Genesys CX Implementation Engineer

EDCi; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Remote work from home

Paid holidays, vacation and sick time

Bring Your Own PC Policy

Cell phone reimbursement

Casual dress

Funded training and certifications

Health, dental & vision insurance

401K match

Job summary

EDCi in the United States is seeking a Sr. Genesys CX Implementation Engineer to lead design, configuration and deployment of Genesys Cloud CX solutions in a remote setting.

The role focuses on delivering world-class service, collaborating with Field & Support Engineering, and supporting post-implementation activities while leveraging the latest Genesys technologies and industry best practices. Ideal candidates have 5+ years of IP Telephony/VoIP experience, Genesys Cloud CX expertise, and a

Qualifications

• 5+ years IP Telephony/VoIP experience required.
• Knowledge of VoIP equipment, implementations and support.
• 3+ years experience in Genesys Cloud CX (PureCloud) technology.
• BS/Associate's degree in IT related field is required.
• Excellent client service attitude and team focus.
• Understand best practices for a service organization.
• Development skills/certifications: Java/JavaScript, HTML, REST Web Services, Genesys Cloud CX APIs, Microsoft SQL Server, Web-services & 3rd party APIs.

Responsibilities

• Acts as the Lead Engineer for Genesys implementation and upgrade projects.
• Perform project and support tasks for Genesys products and solutions.
• Responsible for design, configuration, implementation, and support of IVR/ACD scripts for Genesys Cloud Solutions.
• Contribute to the solution architectural design.
• Coordinate and write technical papers, SOPs and best practices.
• Perform in-depth analysis balancing complex technical and business issues.
• Balance both support and project work to meet milestones.
• Collaborates with Technical Account Managers, Project Managers & Sales to deliver projects on-time and on-budget.

Skills

IP Telephony/VoIP

VoIP equipment knowledge

Genesys Cloud CX

Genesys Cloud CX certification

Media gateway knowledge

SIP protocol

Client service

Service best practices

Java/JavaScript

HTML

REST Web Services

Genesys Cloud CX APIs

Microsoft SQL Server

Web-services / 3rd party APIs

1+ years network administration

NET development or C#

Microsoft SQL Stored procedures

Education

Associate's degree in IT related field

Bachelor's degree in IT or related field

Job description

Sr. Genesys CX Implementation Engineer

Location: Remote

EDCi provides infrastructure and call center technology services and solutions to clients throughout Wisconsin and the Midwest. Through our partnership and certifications with leading technology providers including Citrix, Cisco, Genesys, IBM and Microsoft, our customers receive the highest quality of product and service the industry has to offer.

The Sr. Genesys Engineer will have the responsibility for designing, configuring, developing, implementing and supporting Genesys technologies. The opportunity is will serve as a lead engineer on EDCi’s Customer Care Professional Services team providing both implementation and post implementation support. This role will closely interact with both Field & Support Engineering aligning strategic objectives to provide "world class services" while maintaining the highest level of quality.

Associates of EDCi have the opportunity to engage in dynamic projects, leveraging the latest technologies. Our partnerships provide a unique opportunity for associates to continue to develop their professional skills. EDCi is an organization that takes pride in recognizing balance and the importance of family. If your interest is for challenging work in a comfortable work environment, look to EDCi.

When you join the EDCi team, you’ll receive many perks, such as:

• Remote work from home
• Paid holidays, vacation and sick time
• Bring Your Own PC Policy
• Cell phone reimbursement
• Casual dress
• Funded training and certifications
• Health, dental & vision insurance
• 401K match

And much more!

RESPONSIBILITIES:

• Acts as the Lead Engineer for Genesys implementation and upgrade projects
• Preform project and support tasks for Genesys products and solutions
• Responsible for design, configuration, implementation, and support of IVR/ACD scripts for Genesys Cloud Solutions
• Contribute to the solution architectural design
• Coordinate and write technical papers, articles, standard operating procedures and best practices
• Perform in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high profile problem solving.
• Ability to balance both support and project work when applicable; able to meet support/project milestones
• Collaborates with Technical Account Managers, Project Managers & Sales to delivery projects on-time and on-budget

PRIMARY /ESSENTIAL SKILLS AND QUALIFICATIONS:

• 5+ years IP Telephony/VoIP experience is Required
• Knowledge of VoIP equipment, implementations and support Required
• 3+ years experience in Genesys Cloud CX (Purecloud) technology
• Genesys Could CX certification is a plus
• Knowledge of Media / Voice gateway knowledge Preferred
• Knowledge of SIP Protocol implementation and support Preferred
• BS preferred, Associate's degree in IT related field Required
• Excellent client service attitude and team focus
• Understand best practices for a service organization
• Development Skills/certifications as a plus are:
  • Java/Java Script
  • HTML
  • Rest WEB Services
  • Genesys Cloud CX API's
  • Microsoft SQL Server
  • Web-services, 3rd party API's

SECONDARY /OPTIONAL SKILLS AND QUALIFICATIONS:

• 1+ years experience in network administration and support is a Plus
• NET development or C# Experience is a Plus
• Experience with Microsoft SQL Stored procedures is a Plus