Genesys SIP Telephony Engineer
Prestigious Organization is seeking a Genesys Telephony Engineer. Plan, design, develop, implement and support Telephony related infrastructure technologies including large Genesys call center implementations including SIP Server, SIP Endpoints, GAX, Feature Server, VoIP Networking Architecture, SBC, PSTN Gateway and Database required. Familiarity with NICE call recording integration desired. Provide subject matter expertise around the specific technologies. Provide project lead oversight for the deployment of infrastructure projects. Act as primary vendor interface and tier-three support for applications and technologies provided and supported by vendors.
This position can sit in the following markets:
Bensenville, IL (Chicago)
Waukesha, WI (Milwaukee)
Marion, IA (Cedar Rapids)
Role Specific Responsibilities:
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
Serves as a fully seasoned/proficient technical resource.
Participate in process improvement initiatives, when applicable
Maintain contact with the business users to proactively identify needed changes
Establish working relationships with technical, business and sourcing counterparts
Participate in process improvement initiatives
Manage individual workload and deliver to agreed upon milestones
Demonstrate ability to work in team environment and help resolve issues
Provide input to staffing plans at the project-level to identify key/required skills
Partners with Multi-channel Customer Service Operations to provide support, guide, and update care center and outsourced vendor activities.
Provides analytical insight into contact center operations evaluates trends and leads changes/improvements in infrastructure and support.
College degree in related technical/business areas 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.
Some Travel required - This is roughly 10% and would be from Chicago to Madison and from the other locations listed above to Chicago.
Must be able to support on-call rotation which is a paid on-call rotation
Work Experience Required
Infrastructure Engineer II: 7 to 10 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
NICE call recording integration - Engage, Perform
Relevant Technical Skills/Our Environment
The Telephony Engineer II - Genesys SIP is NOT expected to know all of the below skills at any given point in their career. The critical skills will depend on his/her current level and specific responsibilities within IS organization. Instead, this list includes typical skills that a Telephony Engineer II - Genesys SIP may be required to demonstrate and/or may be exposed to over the course of this role in our environment.
Other Call Center Technologies:
Genesys - ICON/InfoMart
Genesys - Genesys Voice Portal IVR
Genesys - Outbound Contact Server (OCS)
Virtual Hold Technologies - Virtual Hold (VHT)
NICE Systems call recording & analytics - Engage, Perform, RTI
Aspect - eWorkforce Management (eWFM)
Empirix OneSight, VoiceWatch
Oracle (Acme Packet) Session Border Controller (SBC)
Audio Codes Mediant Gateway
Employment Type: Permanent
Work Hours: Full Time
Pay: $115,000 to $125,000 USD
Pay Period: Annual
Other Pay Info: Bonus
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