Overview
Remote
Depends on Experience
Contract - Independent
Contract - W2
Skills
Genesys
VoIP
GVP
GWS
Genesys Web Service
Genesys voice
eServices
Job Details
Position: - Infrastructure Engineer (Genesys)
Location: - Bloomfield CT (3 days a week) or Remote
Type: - Contract to Hire
Job Description
Job Responsibilities:
- Design, deploy, and maintain VoIP and traditional telephony systems (e.g., Cisco, Avaya).
- Manage and troubleshoot SIP trunks, call routing, and dial plans.
- Monitor and optimize voice network performance, ensuring minimal latency and packet loss.
- Configure and support IP phones, softphones, voicemail, and unified messaging systems.
- Integrate voice solutions with other systems like CRM, ticketing tools, and collaboration platforms.
- Provide technical support and issue resolution for voice-related incidents and requests.
- Collaborate with network and security teams to ensure secure and compliant voice communication.
- Maintain documentation for voice network designs, configurations, and procedures.
Skills and Experience Required:
Required:
- 7 to 10 years of experience in Information Technology and Application Support
- Experience on Genesys architecture including inbound, outbound voice, chat, SMS, and email. Advanced Contact Center Call Flows and script design.
- Knowledge for Genesys workspace desktop, including desktop design and (attached data) screen pop integration.
- Knowledge of Avaya and Cisco end point integration
- Must have experience in Genesys Voice, Email, SMS, and Chat Routing
- Designed and implemented complex call routing strategies within Genesys 8.5, optimizing call flows to improve customer service and reducing call handling times.
- Genesys software knowledge: eservices, Framework(CME), Routing Design, IVR, Web Services(GWS). Orchestration Routing Solution, Composer, Interaction Concentrator, CC Pulse, GVP 8.5, SIP and MCP.
- Knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.
- Operating Systems experience with Windows and Linux.
- Databases: SQL Server, Oracle, Cassandra
Desired:
- Bachelor s Degree in a technology field or related experience
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.