Cloud Voice Engineer, Sr. (NJUS)

Purpose of Position

As a Cloud Voice Engineer, Sr. this role will play a crucial role in designing, implementing, and maintaining our contact center and unified communications solutions. Your primary focus will be on Genesys Cloud CX Contact Center and Microsoft Teams voice technology. You will work closely with our business partners and internal teams to ensure the seamless operation of these communication platforms and provide technical expertise to troubleshoot and resolve issues as they arise.

Tasks and Responsibilities

• Implementation: Assist with implementation of Genesys Cloud CX and Microsoft Teams Voice across multiple organizations and teams. Assist with translating current contact center flows and functionality into new platform.
• Optimization: Continuously monitor and optimize Genesys Cloud CX and MS Teams Voice configurations to enhance the efficiency and effectiveness of contact center operations.
• Technical Support:  Provide expert-level technical support to resolve complex issues related to Genesys Cloud CX and MS Teams Voice systems, ensuring minimal downtime and disruption to business operations.
• Documentation: Maintain comprehensive documentation of configurations, integrations, and troubleshooting procedures for reference and knowledge sharing.
• Training and Knowledge Sharing: Conduct training sessions and workshops for contact center staff to enhance their understanding of Genesys Cloud CX and MS Teams Voice. 
• Performance Analysis: Analyze contact center performance metrics and provide recommendations for improvements and optimizations.
• Security and Compliance: Ensure that contact center systems are compliant with industry standards and best practices, with a focus on data security and privacy.
• Stay Current: Stay up-to-date with industry trends and emerging technologies related to contact center solutions and make recommendations for adoption as appropriate

Education

Bachelor's in Telecommunications or Information Technology

Certifications and Licenses

Years of Experience

4-6 years of experience

Core Competencies

AdaptabilityCollaborationCuriosityService-OrientedStrives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

• Proven experience working with Genesys Cloud CX, including implementation, customization, and migration from legacy platforms.
• Familiar with contact center features such as Omni-Channel routing,  Call and Screen Recording, Workforce and Engagement Management, Call reporting and dashboarding, Self Service, IVR development.
• Strong understanding of Voice over IP (VoIP) technologies, protocols (SIP, H.323, RTP), and codecs.
• Work with telephony carriers to troubleshooting routing issues, redirecting numbers, and running reports
• Solid understanding of network protocols, LAN/WAN technologies, and network security principles.
• Proven ability to lead and mentor junior engineers, fostering a collaborative and knowledge-sharing environment.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong verbal and written communication abilities, with the capability to effectively interact with stakeholders at all levels of the organization.
• Experience with Microsoft Teams Voice and Direct Routing capabilities
• Experience with REST, web services , and APIs
• Understand & comply with GDPR, PCI, and other common Security and Privacy Laws
• Experience with scripting and programming languages is a plus.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills for collaborating with clients and team members.
• Experience with Avaya premise base telephony and contact center solutions is a plus.