Senior Operations Contact Center Engineer

Genesis10 is seeking a Sr. Operations Contact Center Engineer for our client in the Wealth Management industry. This Direct Hire position is located in Tampa, FL.

Description:
As a Senior Operations Contact Center Engineer, you will be part of the Enterprise Contact Center Operations teams responsible for ensuring the smooth operation, optimization, and overall health of the Genesys Contact Center CX platform. Your will troubleshoot Genesys Cloud CX platform issues, CRM platform integrations, analytic applications, and collaborating with team members to uphold the platform's effectiveness in meeting business needs and continues business operations. You will participate in technical troubleshooting sessions alongside core team members, supporting teams and vendors, addressing complex voice quality issues, and actively working towards resolutions. You will report to the Enterprise Contact Center Application Manager.

Responsibilities:

• Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension and analytics
• Collaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirement
• Work closely with team lead on standardization of processes and standards
• Conduct in-depth assessments of current technology landscapes and existing infrastructure to identify areas for improvement and integration of cutting-edge monitoring and test automation technologies
• Define and manage user roles and permissions in system to meet business requirements
• Define and manage contact center operational reports and business facing reports.
• Proficient in write, maintain and execute performance test scenarios, strategy and document test status and results
• Continue to improve the effectiveness of operational tools, processes and identify opportunities for improvements
• Collaborate with Support Teams to ensure proper integration with third-party solution like Salesforce, Cisco UC, Observe.AI, PureInsight, AudioCodes
• Work with Technology Business Support team to ensure Contract Center solutions are meeting business service levels
• Lead technical troubleshooting sessions to restore service, manage incidents, and take the team lead, stakeholders through the process
• Troubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote users
• Monitor and manage of contact center applications to ensure overall system performance, accessibility, and usability
• Ensure system changes and requests are prioritized and addressed directly, or with vendor technical support

Requirements:

• 6+ years of experience Supporting Genesys Call Center platform.
• 5+ years of deep technical experience working with cloud-based Globally deployed Contact Center environments
• Proficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM Integrations
• Experience implementing and supporting BYOC integrations with CCAAS
• Scripting and use of automation optimizing repeatable tasks by REST APIs
• Experience with software, telephony and Contact Center testing and monitoring technologies such as Cyara or other comparable monitoring software
• Experience analyzing Genesys Cloud logs through Splunk, AWS Event Bridge and building technical dashboards with applicable errors to promote faster remediation and proactive monitoring
• Integration support with Salesforce and ServiceNow
• Experience with Agile / Scrum methodologies, Collaborating on JIRA and Confluence
• Team-oriented, collaborative, proven experience leading programs to successful implementation and completion
• Genesys training and certification
• Knowledge of telephony platforms such as Cisco Unified Communications, Cisco Client, WedEx Calling and Audio Codes

W2 Status:
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year-in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF & Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
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