Voice Engineer

Job Description

Description

Lumen Technologies (formerly CenturyLink) has won a Managed Services contract with the State of Arizona (AZNet III). Part of the new contract award will require Lumen to migrate the existing contact center environments for the 120+ agencies from Cisco UCCE to Genesys PureCloud.

The role of this engineer will be the primary point of contact between Lumen and State of AZ agencies to understand the requirements of the agency and subsequently turn around a technology test environment to meet their objectives. PureCloud is a relatively new technology, only out about 2 years--so the ideal candidate will have a much more in-depth background implementing contact center environments (Genesys, Cisco, Avaya, etc.).

The position can sit 100% remote, however will need to be able to meet the needs of the business during core business hours (8a-5p AZ time). There will also be times where the engineer will be required to potentially work nights/weekends in support of implementation/migration activities during change windows to minimize the impact to the business during core hours.

This will absolutely be a customer-facing role (remote) and the personality, demeanor and professionalism needs to be present to be successful. Lumen is seeking the type of engineer who can gather the basic requirements to understand what an agency would need within their environment; build a test environment almost immediately and get it back to the customer to play around with.

Enterprise Req Skills

Genesys,PureCloud,Genesys PureCloud,Telephony,Call Center,Contact Center,VoIP,Programming,Scripting

Job Title

Genesys Engineer

Top Skills Details

1. Genesys PureCloud implementation/migration experience

2. Gathering requirements from the customer to quickly turn around test environments

3. 5+ years in a Contact Center engineering role, familiar with writing Call Flows (PureCloud has only been around a few years)

Worksite Address

800 West Washington Street,Phoenix,Arizona,United States,85007

External Communities Job Description

TEKsystems is seeking a Genesys Engineer with experience implementing Genesys PureCloud on an enterprise scale. PureCloud is a newer technology, so the ideal candidate will have a broader background within contact center engineering as a whole (Cisco, Avaya, Genesys, etc.)

EVP

This is a long-term position, backfilling the current lead engineer who was promoted to run with additional contact center environments for Lumen. This engineer will be directly responsible for a smooth migration to Genesys and directly impacting the experience of all residents who need to get in contact with various State agencies.

Work Environment

Will be on a small team of contact center engineers for Lumen supporting the State of AZ within their Voice Engineering group. Will need to work directly with Agency stakeholders, and will also be working with the Genesys Professional Services team that is aligned to this project. Will be expected to work standard business hours (AZ Time) and will also potentially need to work nights/weekends for implementations and migration activities to reduce impact to the business.

Additional Skills Tags

Telephony,Call Center,VoIP

Additional Skills & Qualifications

MUST be comfortable in a customer-facing role to gather requirements, understand what they are looking to accomplish and then turn those requirements into functioning technology features.

Genesys Cloud Certified Professional (GCP-GC) certification a huge plus--if they don\'t have the cert, they must feel comfortable and at the level to be able to sit for the exam.

Impact to the Internal/External Customer

Internal: Without finding an engineer who can fill this need will result in a sub-par implementation and migration of the AZNet contact center environment.

Interview Information

Interview with Angel Bingham, Sr. Manager of Contact Center

Business Challenge

A smooth migration of Contact Center environments from Cisco to Genesys PureCloud will be critical to the success of the AZNet III contract, delivering seamless communications back to the State of Arizona.