Atlanta, GA 30303
a. Assume the role of voice engineer II and subject matter expert for Genesys telephony platform, including all peripheral equipment and applications support.
b. Design innovative solutions to ensure 24x7 high availability of Genesys call center technologies.
Including accurate technical and creative solutions to user issues ranging from basic phone/agent set up to complex telephony solutions.
c. Serve as the technical lead on projects of all scopes by developing design documentation, coordinating system changes, leading project meetings, and executing configuration changes around Genesys contact center systems.
d. Assist with support on other telephony platforms such as Cisco UCCE, Acme SBC and HyperTrax modem banks.
e. Analyze current contact center platforms and recommend ways to improve/modernize voice services, design and propose innovative ideas, and ensure service excellence across multiple contact center locations
f. Develop, test, implement, and maintain a disaster recovery plan for telephony solutions.
g. Timely response required for daily system adds, moves and changes which may include research, resolution and response to questions or incidents that are received via the ServiceNow ticket system and/or via telephone or email
h. Ability to troubleshoot and resolve all IC related desktop user issues; on-site or remotely. i. Perform IC server system troubleshooting, maintenance and monitoring.
j. Maintain telephony resources and equipment such as, voice circuits, DID’s, POTS lines, gateways, telephones, headsets, etc.
k. Set appropriate customer expectations and fulfill customer commitments.
5+ years hands on experience with Genesys Pure Connect (Interactive Intelligence) including Marquee and Optimizer. Minimum of 5 years experience in Telephony/Contact center space, telecom and network.
c. Degrees, certifications required or special training:
Certifications as ICCE/GCP and/or other Genesys engineering certifications or training preferred.
Experience with Cisco Framework (CCVP, UCCE) reporting, routing and multi-channel components a plus. Certifications in UCCE or other Voice Platforms a plus.
Strong written, oral communication and interpersonal skills, as well as the ability to explain complex concepts to both technical and non-technical audiences.
Experience in a multi call center environment for both insourced and outsourced call centers a plus. Strong background in IP telephony environment.
Must be able to work independently with minimal supervision, using good judgement in the assessment of situations
to quick resolution.