Genesys Cloud Engineer – Telecom Network Engineer

SchoolsFirst Federal Credit Union

. Design, administer, configure, install, provision, monitor, and troubleshoot Contact Center systems to ensure availability, capacity, and performance .

Posted 11/2/2026full-timeTustin • California • United StatesMid-LevelSenior💰 $97,552 - $156,083 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and managing Contact Center systems, with a strong focus on Genesys Cloud technologies and telecommunications infrastructure. Proficient in performance tuning, capacity planning, and vendor management to ensure optimal system availability and user satisfaction.

Highest-signal resume keywords

Genesys Cloud Contact Center ManagementTelecommunications Infrastructure SupportPerformance Tuning and OptimizationCapacity Planning and ForecastingVendor Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center System DesignIP Telephony ArchitectureVoIP ProtocolsUC/CC ApplicationsSIP TrunksAPIs and IntegrationPerformance Metrics AnalysisDisaster Recovery PlanningOperating Systems KnowledgeNetwork Monitoring Tools

Soft Skills

CollaborationProblem-SolvingCommunicationDocumentationIncident Resolution

Tools & Technologies

Genesys CloudCisco Unified Contact CenterAvayaFive98x8SNMP Monitoring ToolsPacket Capturing ToolsKPI ToolsCloud Service ManagementTelecommunications Solutions

Certifications & Qualifications

GCX-GCP Genesys Cloud CX Certified ProfessionalGCX-GCD Genesys Cloud CX Certified DeveloperGCX-ARC Genesys Cloud Architect CertificationGCP-GC Genesys Cloud Certified ProfessionalGCD-GC Genesys Cloud Certified Developer

Industry Keywords

UCaaSCCaaSIVRACDWFM/WFOOmnichannel CommunicationsAudit and Security Best PracticesCCPAPIIPCI DSS

Tech Stack

Tools & technologies

CloudGoogle Cloud PlatformSwitchingTCP/IPVoIP

About the role

Key responsibilities & impact

Design, administer, configure, install, provision, monitor, and troubleshoot Contact Center systems to ensure availability, capacity, and performance
Perform assigned duties under RACI models and general direction from the manager
Collaborate with peers, architects, project managers, managers, business stakeholders, service stakeholders, and vendors on designs, strategy, projects, and service requests
Support SchoolsFirst’s telecommunications infrastructure across Routing and Switching, Voice & Collaboration, and Contact Center
Design and implement highly available telecommunications solutions
Monitor systems daily, perform performance tuning and optimization, and apply OS and application patches
Document standard operating procedures and develop automated process improvements
Troubleshoot complex system and user issues, resolve incidents, and provide root cause analysis
Manage vendor relationships, define objectives, maintain communication, and establish performance KPIs
Support disaster recovery and business continuity improvements, including failover and testing
Forecast, recommend, and implement capacity planning
Provide after-hours maintenance, technical support, and world-class end-user service
Participate in 24x7x365 on-call rotation for the production environment
Support Genesys Cloud Contact Center designs, implementations, and management
Monitor, analyze, and report on contact center performance using forecasting, metrics, and KPI tools
Support capacity planning, load testing, and performance tuning for contact center systems
Manage cloud service vendors, ticket escalations, upgrades, SLAs, and contractual obligations
Integrate organizational projects through Genesys Cloud APIs
Work with internal departments to understand requirements and deliver customized contact center solutions
Participate in huddles and meetings, report individual metrics, analyze deviations, and identify improvements
Perform other duties as assigned and comply with regulatory training requirements

Requirements

What you’ll need

High School Diploma or GED required
Bachelor's Degree in a related field or equivalent years of experience required
5–7 years of prior relevant experience required
GCX-GCP Genesys Cloud CX Certified Professional preferred
GCX-GCD Genesys Cloud CX Certified Developer preferred
GCX-ARC Genesys Cloud Architect Certification
GCP-GC Genesys Cloud Certified Professional
GCD-GC Genesys Cloud Certified Developer
Advanced knowledge of UC/CC applications with 4+ years of experience with applications such as Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, and 8x8
Advanced knowledge of IP telephony architecture with 3+ years of practical experience with SIP trunks, SBCs, media gateways, FXS/FXO, and codecs
Advanced knowledge of UC/CC technologies, including IVR, APIs, ACD, WFM/WFO, and omnichannel communications
Advanced knowledge of VoIP protocols, including SIP/SDP, RTP/SRTP, WebRTC, and MGCP
Intermediate knowledge of TCP/IP and OSI models
Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE, and 10GigE
Intermediate knowledge of SNMP monitoring tools, packet capturing, and application log files
Intermediate knowledge of operating systems, servers, and storage
Intermediate knowledge of CoS and QoS designs, configurations, and support
Intermediate knowledge of audit and security best practices, including CCPA, PII, PCI DSS, and ISO
Advanced knowledge of UCaaS/CCaaS with 2+ years of practical experience with Genesys Cloud

Benefits

Comp & perks

Scheduled weekly hours: 40
Hybrid work arrangement
Opportunities for growth and tenure-based progression
Relevant professional certifications based on the management-defined Certification Path
Equal opportunity and inclusive workplace commitment