Engineer II - Voice - Genesys

Job Description

It's about being only one call away.

Are you described as someone with an inquisitive mind and an innovative personality? Are you never satisfied with good enough? Does solving complex problems and ensuring top-quality service excite you? If so, being an Engineer II - Voice with Frost could be for you.

At Frost, it's about more than a job. It's about having a flourishing career where you can thrive, both in and out of work. At Frost, we're committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you'll become part of Frost's over 150-year legacy of providing unparalleled banking services.

Who you are:

As an Engineer II - Voice , you are our telephonic hero, ensuring every telephony environment and application is stable and built with integrity, caring and excellence. You'll play an important role in the planning, configuring, optimizing, and maintaining of applications to ensure they are meeting our high standards. You'll use your strong problem-solving skills to troubleshoot and resolve complex escalated tickets and issues. Our engineers believe knowledge is power and strive to maintain knowledge of current and emerging voice principles and industry standards. You are not afraid to ask the question why and thrive in a collaborative environment.

What you'll do:

• Design, implement, and maintain Genesys Cloud CX solutions to support enterprise contact center operations
• Lead the migration from on-premise IVR to Genesys Cloud
• Evaluate, design, and maintain contact center and Session Border Controller (SBC) systems
• Develop and administer call flows and routing strategies using Genesys Architect
• Diagnose and resolve complex issues related to Genesys Cloud, SIP, and carrier integrations
• Configure, and maintain voice infrastructure and key contact center components, including IVR, ACD, and WFM tools
• Analyze and monitor the telephone system networks to respond to, troubleshoot, and resolve complex telephone incidents such as user, contact center routing, and carrier circuits issues
• Collaborate with network engineers, IT security teams, and other stakeholders to deliver custom CX solutions
• Create and execute test plans for updates and new releases
• Develop and maintain detailed documentation of voice system configurations, processes, and procedures
• Stay current with the latest voice communication technologies and trends
• Always take action using Integrity, Caring, and Excellence to achieve all-win outcomes

What you'll need:

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent relevant experience
• Demonstrated ability to independently identify issues across interrelated programs and systems and develop the appropriate solutions, typically requiring a minimum of 2+ years of telephony systems design, implementation and/or engineering
• Proven ability to apply engineering principals to effectively resolve moderately complex technical issues within telephony systems
• Demonstrated commitment to strong communication, teamwork, and adaptability in collaborative project environments
• Knowledge of SIP message flows, complex contact center, call routing, E911 strategies, VoIP Signaling, and Cloud IVR Platforms
• Excellent written and verbal communication skills
• Experience in Microsoft Office applications

Additional Preferred Skills:

• Strong understanding of security requirements in relation to IP telephony solutions
• Genesys Cloud CX certifications
• Experience designing Natural Language IVR solutions
• Familiarity with Genesys AI tools
• Experience with test planning and deployment validation in a Genesys environment
• Knowledge of Microsoft Teams Calling and Avaya Aura systems

Our Benefits:

At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) matching
• Generous holiday and paid time off schedule
• Tuition reimbursement
• Extensive health and wellness programs, including our Employee Assistance Program
• Referral bonus program + more!

Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it's about being part of something bigger. If this sounds like you, we encourage you to apply and see what's possible at Frost.