Voice Engineer - Genesys L3

TechDigital Group; Denver (CO); On-site; USD 95,000 - 120,000; Full time

Job summary

A leading technology firm in Denver seeks a highly skilled professional to implement Genesys Cloud CX solutions and enhance telephony systems. The ideal candidate has over 8 years of experience in call center environments and a mastery of Genesys Cloud, coupled with knowledge in Teams Voice configuration. Responsibilities include planning, implementing, and mentoring within the Voice Services team, ensuring optimal service delivery and compliance with regulations.

Qualifications

• 8+ years of experience in designing or administering call center environments.
• In-depth knowledge of Genesys Cloud CX applications.
• Experience with Teams Voice configuration and troubleshooting.

Responsibilities

• Plans, designs, documents, and implements Genesys Cloud CX solutions.
• Identifies new technology for Voice Services enhancements.
• Implements disaster recovery procedures for telephony platforms.

Skills

Genesys Cloud CX mastery

Call center environment design

SIP trunking

Teams Voice Cloud configuration

Global dial-plan management

Job description

Specifics to position:

• Plans, designs, documents, and implements Genesys Cloud CX solutions for projects, Microsoft Teams Voice telephony expansion planning and integration with corporate tools, setting day 2 support guidance and strategy.
• Identifies and evaluates new technology for Voice Services, adding capabilities, and enhancing existing telephony systems to automate processes.
• Reviews platform setup to comply with major regulations or directives like GDPR, MIFID2, PCI, ADPPA, DoT.
• Works with telephony platforms or service providers, telecom carriers on new implementations and services optimization.
• Implements disaster recovery procedures to make telephony platforms redundant and tests business continuity plans.
• Mentors and trains Voice Services team on technical guidance.
• Works call center and back-office telephony platforms major incident and request tickets: perform identification and diagnosis, analysis of root cause with following resolution.
• Performs L3 on-call support.

What you will need to succeed:

• 8+ years of design or administer call center environments with demonstrated in-depth Genesys Cloud CX mastery.
• Extensive knowledge of call center environments and routing with specific knowledge and developer experience in Genesys Cloud CX call center applications, call routing, IVRs;
• Genesys CX Professional and Developer certifications preferred.
• Experience in Teams Voice Cloud configuration and troubleshooting.
• SIP trunking with carriers and between voice applications solid experience, and understanding PRIs, T1/E1, VOIP, MPLS.
• Global dial-plan management and normalization to E.164.
• Basic networking, firewalls, virtual environment principal understanding.