Systems Administrator - Voice Engineer

Key Responsibilities:

• Design, configure, and maintain Genesys Cloud CX3 environments, including architecting call flows and routing strategies.
• Collaborate with cross-functional teams to integrate third-party solutions, Salesforce, and Verint Workforce Optimization into the contact center ecosystem.
• Develop and maintain IVR scripts, queues, and user profiles in Genesys Cloud, ensuring high system availability, performance, and security.
• Troubleshoot and resolve complex issues across Genesys, Cisco, and Verint platforms, providing technical leadership and mentorship to junior staff.
• Monitor system performance and generate reports using CUIC, Genesys Analytics, and Verint dashboards, while participating in change management and compliance processes.
• Collaborate with team members to develop Disaster Recovery plans and follow company Change Management protocols.

Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience with SIP, VoIP, and network protocols.
• Strong communication and documentation abilities.
• Hands-on experience with Genesys Cloud CX3 platform, including configuration, administration, and troubleshooting.
• Strong understanding of Genesys Architect for call flow design, IVR scripting, and routing strategies.
• Proficiency in configuring queues, skills, user roles, and permissions within the Genesys Cloud environment.
• Ability to monitor and analyze contact center performance using Genesys Cloud reporting and analytics tools.
• Knowledge of Omnichannel capabilities including voice, chat, email, and social media within Genesys Cloud.
• Knowledge of compliance and security standards related to call recording and data retention.
• Integrate E911 solutions with platforms such as Cisco UCM/UCCE, Microsoft Teams, and Genesys Cloud.
• Collaborate with safety and facilities teams to maintain accurate location databases and emergency response plans.
• Knowledge of ITIL practices and experience in enterprise environments.
• Strong understanding of Microsoft Teams architecture, administration, and voice capabilities (Direct Routing, Phone System, Teams-certified SBCs).
• Experience managing Teams policies, user provisioning, and Teams Rooms configurations.
• Experience with Teams PowerShell modules for automation and configuration.
• Microsoft certifications such as MS-700: Managing Microsoft Teams or Microsoft 365 Certified: Teams Administrator Associate are a plus.
• Genesys certifications such as Genesys Cloud Certified Professional (Google Cloud Platform) Architect or Developer are a plus