Overview
On Site
USD 120,000.00 - 140,000.00 per year
Full Time
Skills
Pivotal
Employee Engagement
Operational Efficiency
ACD
Distribution
Collaboration
IT Operations
Call Center Management
Scalability
Test Plans
Optimization
Computer Hardware
Billing
Budget
Reporting
Technical Support
RightFax
Training
Management
Identity Management
Performance Tuning
Audiovisual
Video
Call-recording
Text Mining
Interactive Voice Response
Routing
Change Management
Customer Service
Telecommunications
Cloud Computing
Customer Experience
Genesys
Workforce Management
Privacy
Marketing
Job Details
Location: Chicago, IL
Salary: $120,000.00 USD Annually - $140,000.00 USD Annually
Description: Our client is currently seeking a Senior Genesys Engineer
Job Summary
We are seeking a dynamic and well-seasoned Senior Telecom Engineer to join our innovative team as a Telecom Engineer specializing in Genesys Cloud CX and Workforce Management. In this role, you will be pivotal in deploying, optimizing, and maintaining our contact center solutions to enhance customer and employee engagement and improve operational efficiency. This position requires a strong understanding of telecommunications and Genesys Cloud CX and Workforce management platforms.
Primary Responsibilities
Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.
Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations.
Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.
Collaborate with cross-functional teams, including IT, Operations - Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.
Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.
Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.
Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.
Participate in on-call rotations to support critical system functions outside regular business hours as needed.
Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.
Promotes standards and procedures.
Manage domestic and international telecommunications vendors.
Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.
Manage contact center reporting and other related tasks.
Configuration, administration, and maintenance of the RightFax platform.
Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues.
Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.
Other tasks as required.
Job Qualifications
Genesys Cloud CX architecture and implementation.
Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.
Strong knowledge of the design and administration of IVRs.
Administration and support for Workforce Management.
Experience with call routing and voice response.
Experience with ticketing systems and change management.
Excellent customer service skills.
Willingness and ability to work hours necessary to meet project deadlines as required.
Must participate in an on-call rotation; some travel may be required, although rare.
Education and Experience Requirements
College degree or equivalent experience.
7 + years of Telecom engineering.
3 + years of hands-on Genesys Cloud CX experience.
Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus.
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Salary: $120,000.00 USD Annually - $140,000.00 USD Annually
Description: Our client is currently seeking a Senior Genesys Engineer
Job Summary
We are seeking a dynamic and well-seasoned Senior Telecom Engineer to join our innovative team as a Telecom Engineer specializing in Genesys Cloud CX and Workforce Management. In this role, you will be pivotal in deploying, optimizing, and maintaining our contact center solutions to enhance customer and employee engagement and improve operational efficiency. This position requires a strong understanding of telecommunications and Genesys Cloud CX and Workforce management platforms.
Primary Responsibilities
Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.
Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations.
Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.
Collaborate with cross-functional teams, including IT, Operations - Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.
Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.
Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.
Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.
Participate in on-call rotations to support critical system functions outside regular business hours as needed.
Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.
Promotes standards and procedures.
Manage domestic and international telecommunications vendors.
Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.
Manage contact center reporting and other related tasks.
Configuration, administration, and maintenance of the RightFax platform.
Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues.
Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.
Other tasks as required.
Job Qualifications
Genesys Cloud CX architecture and implementation.
Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.
Strong knowledge of the design and administration of IVRs.
Administration and support for Workforce Management.
Experience with call routing and voice response.
Experience with ticketing systems and change management.
Excellent customer service skills.
Willingness and ability to work hours necessary to meet project deadlines as required.
Must participate in an on-call rotation; some travel may be required, although rare.
Education and Experience Requirements
College degree or equivalent experience.
7 + years of Telecom engineering.
3 + years of hands-on Genesys Cloud CX experience.
Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus.
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.