Voice Technical Engineer

Diverse Lynx; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company in Telecommunications seeks a professional to manage contact center technologies transitioning to Genesys Cloud. Candidates will oversee IVR, Routing, and Reporting functions, requiring extensive experience in Genesys Engage. This role offers an engaging and collaborative environment focused on voice technology and advanced infrastructure support.

Benefits

Competitive pay

Opportunities for contract extension

Collaborative team culture

Qualifications

• Extensive experience with Genesys Engage environment.
• Proficiency in IVR systems and connectivity to Avaya systems.
• Knowledge of NICE IEX workforce management.

Responsibilities

• Manage contact center technologies in transition to Genesys Cloud.
• Conduct system maintenance and troubleshooting after hours.
• Oversee Reporting functions within Genesys Engage.

Skills

Problem-solving

Collaboration

Voice Technology

Infrastructure Support

Tools

Cyara

NICE IEX

Job description

Employer Industry: Telecommunications and Contact Center Technology

Why consider this job opportunity:
- Competitive pay with opportunities for contract extension
- Engage in cutting-edge technology transitions to Genesys Cloud
- Work in a dynamic environment focused on voice technology and infrastructure support
- Opportunity to enhance skills in Genesys Engage and related technologies
- Collaborative team culture that values diverse perspectives
- Gain experience with a range of advanced contact center tools and platforms

What to Expect (Job Responsibilities):
- Manage and support contact center technologies transitioning to Genesys Cloud
- Oversee Genesys Engage for IVR, Routing, and Reporting functions
- Conduct patching, currency updates, and certificate management for the environment
- Provide after-hours support for system maintenance and troubleshooting
- Utilize Cyara monitoring/testing and NICE/IEX workforce management tools

What is Required (Qualifications):
- Extensive experience with Genesys Engage environment, including Voice/Email and Chat routing
- Proficiency in Interactive Voice Response (IVR) systems and connectivity to Avaya phone systems
- Knowledge of NICE IEX workforce management and its connectivity
- Familiarity with Virtual Hold queue-to-call-back technology
- Experience with Cyara monitoring and testing platforms

How to Stand Out (Preferred Qualifications):
- Previous experience in infrastructure support rather than application development
- Familiarity with Agile methodologies and project management practices
- Strong problem-solving skills and ability to work under pressure

#Telecommunications #ContactCenterTechnology #GenesysCloud #InfrastructureSupport #VoiceEngineering

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About the company

We provide Consulting Services for our customer’s project and staffing needs. We also provide Data Management for Clinical Trials.

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