Senior Engineer - Contact Center Technologies

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary
We are seeking a skilled and experienced Genesys/Nice Contact Center Support Engineer to join our team. As a Contact Center Support Engineer, you will be responsible for helping with the design, testing, implementing, and maintenance of the Genesys/Nice and other contact center solutions for our organization. You will collaborate with cross-functional teams to deliver high-quality customer experience solutions using the Genesys Engage and Cloud CX platform. The ideal candidate will have strong communication skills and a technical background that includes excellent problem-solving skills and a deep understanding of the contact center and Genesys and Nice technologies. 

II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.  

• Daily proactive testing and system health checks  
• Service monitoring and alerting
• Manage and participate in infrastructure related activities (Upgrades, Patches, Outages etc.).
• Administration/Tracking of Genesys and Nice Users, DN’s and Licensing
• Install, Configure, and customize Genesys components, including framework, GIA, routing, interaction workflow, reporting, and multimedia integration.
• Run or participate in war room (technical and critical) calls when services and customers are impacted.  
• Responsible for resolving issues, working with developers and vendors, pulling logs and errors from logs.
• Develop test plans for releases, upgrades, disaster recovery etcetera.
• Participate in a shift and ‘on call’ rotation, to provide support coverage outside of standard business hours.
• Review all new and open incidents and problems in SNOW and work with team to resolve/close.
• Produces well written documentation and demonstrates excellent verbal skills as needed for interacting and communicating with agents, management and skilled technical resources.
• Contribute to the development and maintenance of technical documentation, including system architecture, installation, and configuration guides.  
• Engaged problem solver who perseveres in challenges through to a swift resolution.
• Focus on customer success and customer experience during troubleshooting and resolution.
• Communicates regularly with customers, colleagues, and management.
• Available afterhours for emergency situations
• Participate in on-call rotations and provide timely resolution of critical issues and incidents.
• Collaborate with cross-functional teams, including developers, network engineers, and business analysts, to ensure successful deployment and integration of Genesys solutions. 

III. Supervisory Responsibilities
May coach and mentor less-experienced analysts and act as team leader on systems projects. 

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.  
  
A. Education and Experience

• Education: Bachelor’s Degree in Computer Science, MIS, or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant experience.  
• Experience: Five (5) years of previous experience (in addition to education requirement).
• Preferred Experience: Seven (7) years of technical support and/or software development in Genesys and Nice Technologies. 

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

Advanced knowledge or skills in one or more of the following is required:

• Knowledge of project management/change management in regards to acquisition/development life cycles.
• Systems development, implementation, upgrades and analyses.
• QA testing, catalyst or unified business modeling, system design and analysis.
• Knowledge of enterprise coding standa