We are seeking an experienced and innovative M&A Voice Engineer specializing in Genesys Cloud integrations to join our IT/Unified Communications team. This role will focus on managing the design, integration, and implementation of Genesys Cloud solutions during mergers and acquisitions (M&A). The ideal candidate will also have a strong background in Microsoft Teams and Cisco VoIP technologies as backup expertise. This position is project-based, ensuring seamless transitions of voice systems while collaborating with cross-functional teams. They will be expected to work effectively with key business stakeholders and the IT team, providing advice, communicating key decisions and ensuring IT solutions adhere to appropriate standards.
• M&A Genesys Cloud Integration:
o Lead the assessment, design, and deployment of Genesys Cloud platforms during M&A activities.
o Evaluate legacy contact center infrastructures and recommend integration or migration strategies.
o Collaborate with business units to ensure Genesys Cloud solutions align with organizational goals.
• Genesys Cloud Configuration:
o Configure and optimize Genesys Cloud applications, routing, and workforce management systems.
o Manage and integrate telephony solutions with SIP trunks and cloud infrastructure.
o Develop and implement call flow designs and routing strategies to ensure operational continuity.
• Microsoft Teams and Cisco VoIP Support:
o Serve as backup support for Microsoft Teams Phone System configurations, including Direct Routing and SBC management.
o Provide expertise on Cisco Unified Communications Manager (CUCM) systems during M&A activities if required.
o Assist with integration of hybrid communication environments as needed.
• Collaboration and Communication:
o Work closely with IT, network, and security teams to ensure Genesys Cloud integration aligns with broader infrastructure.
o Provide technical expertise and training to internal stakeholders during M&A projects.
o Collaborate with vendors and service providers to address system issues and escalate as needed.
• 5+ years of experience in voice engineering with a focus on Genesys Cloud implementations.
• Strong knowledge of Genesys Cloud architecture, call routing, and telephony integrations.
• Familiarity with Microsoft Teams Phone System and Cisco VoIP solutions.
• Demonstrated experience in M&A voice system integrations and migrations.
• Strong understanding of SIP, QoS, VLANs, and cloud telephony solutions.
• Excellent analytical and problem-solving skills, with the ability to work under tight deadlines.
• Certifications such as Genesys Cloud Certified Professional (Google Cloud Platform-GC) or Microsoft Teams Voice Engineer Expert.
• Experience with contact center analytics and reporting tools.
• Knowledge of hybrid telephony environments and cloud migration strategies.
• Familiarity with regulatory compliance for voice systems (e.g., E911).
• Strong project management and organizational skills.
• Excellent verbal and written communication abilities.
• Ability to adapt to rapidly changing environments and requirements during M&A activities.
• Proactive problem solver with a focus on delivering high-quality results.
• Ideally educated to degree level or equivalent
• Cisco certifications in Routing and Switching preferred
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