Voice Engineer

TEKsystems; Westerville (OH); Remote; USD 80,000 - 100,000; Full time

Job summary

TEKsystems is seeking a Voice Engineer who will be responsible for managing and supporting contact center technologies, specifically Genesys Engage, within a fully remote environment. The ideal candidate should possess strong technical skills, particularly in IVR systems and workforce management tools, with a focus on delivering both standard and custom supportable technology products. You will also be analyzing complex architectures, and troubleshooting issues while ensuring the performance meets defined service level agreements.

Benefits

Medical, dental & vision

401(k) Retirement Plan

Short and long-term disability

Life Insurance

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO)

Qualifications

• Intermediate level experience with Genesys and NICE/IEX systems.
• Familiarity with contact center technology and support tasks.

Responsibilities

• Manage contact center technologies migration to Genesys Cloud.
• Perform patching and certificate management for all systems.
• Provide operational support according to SLAs.

Skills

Genesys Engage

Voice/Email and Chat routing

NICE/IEX workforce management

Cyara monitoring/testing

good communication

troubleshooting

Scripting Concepts

Load Balancing

Oracle & SQL Server

Python

Job description

Join to apply for the Voice Engineer role at TEKsystems

Join to apply for the Voice Engineer role at TEKsystems

Overview

These contractors will be responsible for the contact center premise environments, which include Genesys Engage for IVR, Routing and Reporting, NICE/IEX workforce management, Cyara monitoring/testing, and Medallia queue-to-call-back technologies.

As a Technology Engineer, you deliver standard and custom supportable technology products. The solutions you build are based on clients architectural standards, technology roadmaps, industry trends and business requirements. The expertise you provide will focus on collaboration, data, systems, storage, middleware, network, security and contact center technology products. You’ll also be accountable for the operational aspects and management for the above products according to the business requirements and defined service level agreements (SLAs).

Job Description

The team is responsible for contact center technologies that is moving to Genesys Cloud. This includes Genesys Engage for IVR, Routing and Reporting, NICE/IEX workforce management, Cyara monitoring/testing, and Medallia queue-to-call-back technologies.

Activities for all environments include patching, currency, certificate management and after hours support and more.

Skills Required

• Genesys Engage environment: Voice/Email and Chat routing, realtime and historical reporting, Interactive Voice Response system (IVR) and connectivity to Avaya phone system.
• Nice IEX workforce management knowledge and connectivity
• Virtual Hold queue to call back technology and connectivity.
• Cyara monitoring and test platform
  
  
  

Technical Skills

HTTP(S), TCP/IP, DNS, LDAP, Scripting Concepts, Firewalls, TLS, Load Balancing, Oracle & SQL Server, IHS, Apache, IIS, Windows Server, Red Hat Enterprise Linux, Shell Scripts, SSH, ASP, Java, Python

Soft Skills

• Good oral and written communication to interact effectively with Internal Business Partners
• Excellent troubleshooting skills with the ability to resolve issues quickly and identify the root cause of the problem
• Proficient at analyzing complex architecture documents and gather requirements through appropriate follow up questions on conference calls
  
  
  

Skills

genesys, Genesys engage, avaya, nice, Cyara, https

Experience Level

Intermediate Level

Pay And Benefits

The pay range for this position is $50.00 - $52.00/hr.

Eligibility requirements apply to some benefits and may depend on your job

classification and length of employment. Benefits are subject to change and may be

subject to specific elections, plan, or program terms. If eligible, the benefits

Available For This Temporary Role May Include The Following

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
  
  
  

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Jul 1, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems And TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

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