Implementation Engineer (Genesys Engage-Omni Channel/CX Contact) **1-Year Contract**

Company Description

About Sutherland

Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA.We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Sutherland is looking for a skilled Implementation Engineer (1-year contract role) with deep experience in the Genesys platform. 

The primary purpose of this position is to design, implement and support Sutherland Genesys Engage platform. Genesys Engage Omni-Channel solution platform includes SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc.  

Qualified individuals must have the ability to perform the following duties:  

1. Responsible for the design, implementation and support of Sutherland Genesys platforms.  Genesys Engage Omni-Channel solution platform includes SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc.  

2. Strong knowledge of SIP from the carrier level.  Strong knowledge of Oracle (Acme Packet) and Avaya SBCs 

3. Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.   

4. Partners with the Business and Service Delivery team to assist with new Program solutions.  

5. Responsible for Engineering design documentation along with Runbooks for Operations. 

6. Partners with development/integrations team for platform support when needed. 

7. Develop monitoring solutions to provide proactive monitoring capabilities for the infrastructure team and utilize these metrics to continue the evolution of the infrastructure. 

8. Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems. 

9. Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe 

10. Manages vendors on escalated issues and projects specific to your area of influence. 

11. Interacts directly with client related to issues, problems, or overall design. 

12. Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support. 

13. Willingness and ability to cross train others in the varying technologies related to area of influence. 

14. Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies. 

Qualifications

• BS in Computer Science, Engineering, or related field or 6-8 years progressive experience required.
• The candidate will be required to be “on call” after hours to support the operations team in the event of platform outages.  

• Expert knowledge of Genesys Platform
• Expert in creating Genesys eServices (Email, Chat, SMS or Social Media) routing strategies from scratch
• At least 2 years of experience on Composer.
• 6-8 years demonstrated experience delivering on multiple, simultaneous projects.
• 6-8 years experience with vendor management and performance to ensure compliance with commitments and budget.
• Expertise with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture).
• Working hours must correlate to EST, CST or MST time zones

 PREFERRED QUALIFICATIONS:

• Demonstrated experience in vendor management
• Knowledge of Avaya and Cisco