Senior Genesys Engineer

Job Description

Senior Genesys Engineer

We are excited to be expanding our creative and technical digital teams to support our ever-growing and ever-evolving call center presence. We are looking for a Sr. Genesys Engineer who wants to play an integral role in positioning our brands and maintaining the integrity, quality, and authenticity for which we’re known in the travel space.

The Sr. Genesys Engineer will be part of a team responsible for the administrative, planning, implementing, and monitoring aspects of our Call Center. The ideal candidate will have experience leading digital initiatives related to our Genesys implementation in a dynamic and fast-paced environment, with a proven track record of demonstrating exceptional results through best practices and working in a high-performing team.

We offer a unique opportunity to be part of an already strong global brand and a chance to make your mark on it via the heart of our customer interaction: our call center.

With trips in nearly 100 countries, you’ll never run out of new places, people, and cultures to feed your wanderlust. From the Maasai warriors of Kenya to the tranquil temples of Japan, your work will consist of a staggeringly broad range of content, so it’s fair to say “bored” is not in our lexicon.

Grand Circle Corporation is the leader in international travel, adventure and discovery for Americans aged 50+. Headquartered in Boston, MA, we’re a $600M global enterprise with 30 regional offices and over 2,000 associates. Since our founding, over two million Americans have traveled with our award-winning travel brands: Grand Circle Travel, Overseas Adventure Travel and Grand Circle Cruise Lines. Want to go places? Grand Circle Corporation is the place for you.

What you’ll do:

As a Sr. Genesys Engineer focusing on telephony and routing you will:

Own initiatives within your team that drive the planning, installation, configuration, and design of telecommunication devices and services.

Design code, implement, and test Genesys solutions integrating with our internal systems.

Perform research, evaluation, installation, and upgrades of Genesys components and applications

Help secure operations, as well as participate in disaster recovery preparation to ensure communications are in place

Assist Helpdesk in areas concerning telecommunications and work with network administration to resolve connectivity issues

Be proactive with training and ensure that documentation is created so that junior staffs can grow and handle such issues with ease in the future

Work closely with business units/end-users, and vendors resulting in solutions for growth and success

Requirements:

5 or more years of experience in designing and implementing Genesys custom solutions

Demonstrate working knowledge of telecommunications equipment and software (Genesys Framework 8.x, including T-Server and Sip Server, Genesys Reporting, eServices. Workforce Management, Agent Desktops (WDE), Voice portal (GVP), Info Mart and Interactive Insights.

Deep understanding of URS, IRD, GVP, OCS, Infomart, CC Pulse, Interactive insight.

Deep understanding of telecom protocol like, ISDN, H.323, SIP and VOIP.

Installation, configuration and troubleshooting of GVP.

Understanding of CCpulse+ and Historical reporting. GAX, Pulse, SpeechMiner, Genesys Business Continuity

Strong design principles to create robust, scalable and extensible solutions.

Demonstrate working knowledge in voice recording technologies such as Gong

Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations

Experience working in an Agile environment.

Critical thinking skills and a team player

Strong communication (written and verbal), project management, and organization skills

Display effort on personal growth while contributing to the advancement of the department and company as a whole

Why Join Us?

Be part of a collaborative team redefining web analytics in a dynamic and impactful setting.

Opportunity to engage in end-to-end analytics processes, from data collection to reporting and strategy.

Work with a company passionate about providing unique travel experiences for our customers worldwide.

Benefits (30 hours +):

401K Retirement Savings account with Company Match

50% Discount on GCC trips and opportunities for on-site training and travel

Robust healthcare benefits, including Medical, Dental, Vision, and Flex Spending Accounts

Generous Paid Time Off (PTO)

Paid holidays throughout the year

100% Commuter Benefit subsidy for Public transportation

Company-paid life insurance

Paid short and long-term disability insurance

Discounted auto and renters insurance

Full-time