Genesys Call Center Engineer Posted Sep 15
Request Technology - Craig Johnson , Waukesha, WI
Prestigious Enterprise Company is currently seeking a Genesys Call Center Engineer. Candidate will be responsible Genesys Call Center Engineer. Candidate will plan, design, develop, implement and support Telephony related infrastructure technologies including large implementations.


Identify changes needed in the infrastructure configuration to achieve the technology organization goals

Define aggregate demand data in support of budget plans and make recommendations for ways to improve performance and/reduce costs

Supports the infrastructure strategy reviews and development by performing applicable analysis

Provide project management oversight to infrastructure implementation projects.

Implements technology and infrastructure changes for platforms to improve performance and scoring.

Analyzes system response and determines tuning recommendations to improve performance.

Manage effective issue identification and resolution process; serve as the focal point for infrastructure-related issue/crisis resolution

Identify opportunities to save costs and more effectively manage assets and escalate the opportunities

Ensure communication of process and procedure changes to key stakeholders

Design an effective test plan for any new/changed infrastructure technology and work with Project Managers, QA/Testing

Managers and Release Managers to ensure its implementation before the client takes possession of the system

Support identification and collection of metrics and performance reporting processes

Monitors delivery against SLAs and reports exceptions to management


7+ years relevant work experience

Call Center Technologies:

Genesys - SIP Server

Genesys - Workspace Desktop Edition (WDE)

Genesys - Feature Server & GAX

Genesys - Call Center Pulse - CCPulse/Pulse

Audio Codes and/or Genesys SIP Endpoints

VoIP & SIP Networking Architecture

Netscout nGenious

NICE call recording integration - Engage, Perform

Bachelors Degree or equivalent work experience

Understanding of the technology organization and/or business and technology

Re-engineering/process improvement experience, leading and coaching quality improvement projects

Strong change management skills; change agent

Excellent problem solving/analytical skills and knowledge of analytical tools

Excellent written and verbal communication skills

Ability to create/define metrics that accurately reflects the current state of a given process

In depth understanding of the call center acumen, operations, strategy and business practices

Current technical experience relevant to Genesys contact center support including end to end call routing support, SIP endpoints, call routing & reporting, telephony capacity metrics, vendor support, Oracle databases, Wire Shark. Previous experience supporting call recording (NICE) integration is a plus.

10% travel required

Must be able to support on-call rotation which is a paid on-call rotation

Employment Type: Permanent
Work Hours: Full Time

Pay: $110,000 to $125,000 USD
Pay Period: Annual
Other Pay Info: Bonus

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