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About the role
Key responsibilities & impact- Assist with UC platform development, design, and support
- Understand business processes and develop unit and integration test scenarios according to system requirements and business process changes
- Provide central support to core systems
- Design, configure, install, manage, and troubleshoot Genesys hardware and software
- Lead and coordinate Voice, Chat, SMS, and Video infrastructure and application deployments
- Provide high-level operational support and resolve escalated incidents
- Monitor Voice, Chat, SMS, and Video infrastructure capacity and performance
- Ensure compliance with Corporate Change Management policies and procedures for Voice and Video infrastructure
- Lead, coordinate, and manage service-provider activities
- Manage resources and project-related tasks for new deployments
- Provide operational readiness through engineering, planning, coordination, incident and problem resolution, software installation, and upgrades
- Participate in planning, deployment, and support of Unified Communication systems
- Perform other duties as assigned
Requirements
What you’ll need- Bachelor’s Degree and at least 5 years experience as a UC Engineer or similar role; additional experience may be substituted in lieu of a degree
- Fully understand UC fundamentals and advanced features
- Experience supporting large-scale UC implementations and upgrades
- Hands-on UC implementation, administration, maintenance, and optimization experience, such as Genesys PureCloud or similar
- Strong, hands-on experience with the Genesys framework, including configuration and routing strategies
- Administration and support of Genesys PureCloud solutions
- Problem management skills
- Advanced troubleshooting skills
- Ability to collaborate with vendors on infrastructure designs
- Ability to define hardware and software performance standards
- Subject matter expertise in Contact Center-related technology
- Must be able to remain in a stationary position 50% of the time
- Will constantly operate a computer and other office productivity machinery
- Will frequently communicate over video calls with internal and external stakeholders
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Supplemental income insurance
- Employer-paid disability insurance
- Employer-paid life insurance
- Pre-tax FSA for medical and dependent care
- 401K available