Senior Genesys Engineer

Responsibilities:

• With other (client) members of the team, own the system availability and support for the contact center systems including routing, reporting, workforce management, call recording and customer self service.
• Form strong relationships with operating managers, and professional staff within Client teams.
• Work closely with other Engineers and technicians on the IT team to develop and manage foundational technologies that support contact center operations.
• Build and manage productive relationships with support teams from product vendors.
• Be available on a regular schedule to handle Tier 1, 2 and 3 system problems on various contact center systems.
• Participate in triage and diagnosis of production incidents and problems.
• Perform hands on development in Genesys platform and implement production fixes.
• Able to deep dive into the Genesys platform to understand root cause of issues and restore service.
• Understand how Genesys integrates into the overall solution landscape including Network/Carriers and CRM.
• Ability to effectively partner with other IT domains and vendors to resolve incidents and problems.
• Manage simultaneously both regular daily tasks such as trouble escalations and longer term projects.
• Create accurate and clear documentation, develop support processes and procedures, and train Tier 1 Help Desk team on support activities. 

Requirements:

• Minimum of 8 years progressive, hands-on experience with complex, multi­channel contact center systems. Specific experience with Genesys required.
• Demonstrated ability to diagnose Genesys production issues and work with Genesys, Carrier, and other product/services vendors to resolve in expedited manner.
• Deep analytical skills and understanding of the Genesys Platform.
• Key Genesys certifications available.
• Experience with designing and managing the integration of contact center systems with enterprise telephony and network. Understanding of SIP based voice network desired.
• Team player who can collaborate with internal customer teams, vendor teams and other groups within the IT team to produce exceptional results.
• Ability to effectively prioritize and execute tasks in a fast paced environment.
• Proven ability to operate calmly with focus and persistence in responding to major system outages.
• Well versed in conforming to shifting priorities, demands and timelines.