Genesys Telecom Engineer

Job Description

Culturetech Solutions is a people-oriented boutique services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into the organizational culture of our top clients. We look forward to the opportunity to work with you and thank you for your interest.

Our trusted client seeks a Genesys Telecom Engineer to join their team!

Title: Genesys Cloud Engineer

Compensation: $65.00 per hour plus benefits

Duration: 12 to 36 month contract

Job Location: Remote

Work Schedule: Mon - Tue & Thu - Fri / 4am to 2pm (CST) - (10 hour shift)

JOB SUMMARY: We are seeking a talented and experienced Genesys Cloud Engineer to join our team. The ideal candidate will be responsible for designing, implementing, and maintaining Genesys cloud solutions to meet the needs of our organization. This individual will work closely with stakeholders to understand requirements and develop solutions that align with business goals.

CORE REQUIREMENTS:

Respond to Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to Genesys Cloud CC.

Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.

Collaborate with other Tier IIs and Tier III Engineers to reach successful and timely resolution for all customer issues.

Conduct a warm handoff of unresolved issues or activities in progress at shift changes.

Proactive Monitoring and Analysis of Genesys Cloud Infrastructure

Support after hours maintenance on Contact Center

MACD and Service Request Support including System level changes and maintenance

Problem Management support including post-mortem reports and analysis

Analysis of service infrastructure using specialized tools and systems

Perform system and database backup and recovery

Circuit outages; work with carriers to resolve circuit issues

Daily/night health checks on all systems as applicable

Troubleshoot user outages related to Genesys Cloud CC platforms

Assist Networking group in troubleshooting network related VoIP and CC outages

Perform System upgrades and transformations to Genesys Cloud

Manage/assist with service disruptions

Integrated third party application support

Configuration Management support i.e. Finesse application, perform installation of call agent

Install Genesys Cloud CC System patch applications

Scripting for Genesys Cloud call routing

Manage Genesys Cloud CC contact service queue creation, configuration, outage response, application management, user license installations

Troubleshoot and solve call flow issues affecting various CC and UC platforms

As requested, develop architectural modifications to network based on mission requirements

Maintain documentation for systems and data center environment

Provide timely and thorough escalation support to Tier IIs and escalate to Tier IVs as appropriate

Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control and Testing

Performance Tuning, System Optimization and Capacity Planning (lab) Reporting- resolution status updates

QUALIFICATIONS REQUIREMENTS:

Bachelor's degree in Computer Science or related field

7+ years of experience working with Genesys cloud platform

Experience administering, engineering, deploying, troubleshooting, and supporting all components of Genesys Cloud CC – including CVP & ICM scripting.

Ability to work independently and end with a strong sense of system ownership.

Strong knowledge of Genesys PureCloud, PureConnect, and PureEngage

Experience with Cisco Voice platforms, Call Manager, Unity, VoIP gateway, SIP, ISDN PRI and dialing plans are all a pluFirm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition management required.

Strong understanding of TCP/IP and ability to troubleshoot LANs and WANs required.

Understand and support Genesys Cloud IVR applications in accordance with client requirements. Develop and write necessary code to integrate Cisco UCCE/PCCE with other API’s, CTI screen pop, Finesse gadgets, IVR database dips.

Strong familiarity with CVP scripting and an experienced development background

Responsible for implementation (build) of a variety of voice patterns including Contact Center applications and peripherals.

Database/SQL skills/Custom Reports

Thank you for your interest in this opportunity. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.Company Description

Culturetech Solutions is a people-oriented boutique information technology services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into the organizational culture of our top clients. We look forward to the opportunity to work with you and thank you for your interest.

Full-time