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ComPsych, founded in 1984, is the largest employee assistance program provider in the world. Founded by Dr. Richard A. Chaifetz, CEO and Chairman, ComPsych is a leading provider of
Senior Genesys Telecom Engineer
Location
United States
Posted
120 days ago
Salary
$130K - $160K / year
Seniority
Senior
Job Description
Senior Genesys Telecom Engineer
ComPsych
• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment. • Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations. • Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform. • Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems. • Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment. • Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively. • Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization. • Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform. • Participate in on-call rotations to support critical system functions outside regular business hours as needed. • Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients. • Promotes standards and procedures. • Manage domestic and international telecommunications vendors. • Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts. • Manage contact center reporting and other related tasks. • Configuration, administration,and maintenance of the RightFax platform. • Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues. • Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting. • Other tasks as required.
Job Requirements
- Genesys Cloud CX architecture and implementation
- Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
- Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.
- Strong knowledge of the design and administration of IVRs.
- Administration and support for Workforce Management.
- Experience with call routing and voice response.
- Experience with ticketing systems and change management.
- Excellent customer service skills.
- Willingness and ability to work hours necessary to meet project deadlines as required.
- Must participate in an on-call rotation; some travel may be required, although rare.
- College degree or equivalent experience.
- 7 + years of Telecom engineering.
- 3 + years of hands-on Genesys Cloud CX experience.
- Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus.
Benefits
- Full benefits package, including Paid Time Off (PTO)
- medical, dental, vision
- 401(k) with match
- robust EAP
- wellness program
- and much more Competitive pay with annual increases
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