Telecom / Voice Engineer

Job Description:

Seeking a dynamic and well-seasoned Telecom Engineer to join our innovative team specializing in Genesys Cloud CX. In this role, you will be pivotal in optimizing and maintaining our contact center solutions to enhance customer and employee engagement and improve operational efficiency. This position requires a strong understanding of telecommunications, Genesys Cloud CX, VoIP and associated contact center call flows.

QUAL CALL

• Looking to get this filled quickly!
• Supporting STARS test calls that the government pushes thru to all providers for Medicare determines what plans you can offer to members
• Large effort every year goal is to avoid any dropped calls any dropped calls lower their ranking.
• So internally they run test calls themselves to prepare for these calls from the govt
• Then Managers Team helps with any issues that come up during those test calls.
• Asses calls, investigate the calls issues, help make recommendations, etc. they won t be making any changes.
• Reviews call and diagnosis the issues puts notes into SNOW
• Genesys Cloud CX is handling all their calls.
• Genesys 5 yrs
• Deep understanding of VOIP call flows,
• Not physically doing any build / development
• SNOW is the tool that they use