Job Description: As the Senior Telecom Engineer, you will be part of an internal team that is responsible for building, managing, and supporting an Enterprise Telephony Environment for our contact centers. Responsibilities will include the design of innovative features and routing designs during the implementation of Genesys Cloud that supports a resilient fault tolerant architecture, and for the support of ongoing maintenance and configuration changes. The candidate will be responsible to ensure that the design solutions are configured for optimum performance while operating in a diverse highly available multi-site design. An in-depth knowledge of Contact Center and Telecommunication system best practices will be essential to the success of this individual. Job Responsibilities: Design, configuration and testing of Outbound campaigns, Call Recording, Workforce Management, and Genesys Cloud Reporting Analyze business requirements, provide time estimates, create and modify Call Flow diagrams, prepare design documents for system development and production handover Provide documentation and training to internal departments to facilitate day-to-day operations) Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications Provide feedback to management, vendors and technical operations as appropriate to assess operation of the contact center systems Understand and ensure system service level goals are met Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time Provide support for planned maintenances and unexpected outages which may include afterhours activities Identify capacity and performance issues to ensure uninterrupted service Support the Software Development teams with the integration to Dynamics CRM and In-House contact center-based applications Design, configuration and testing of Genesys Cloud Routing and IVR solution Job Requirements: In depth expertise with Genesys Cloud configuration and support to include, but not limited to, routing design for voice, chat and email, IVR design and configuration, implementation of Outbound campaigns, Work Force Management, Voice and Desktop Recording and Genesys Cloud Reporting Knowledge of Genesys Cloud APIs for integrations, reporting and auditing solutions Understanding of HIPAA and PHI compliance considerations Ability to work with Product teams and stakeholders across the business to build requirements Qualification & Experience: Prior experience with Genesys Cloud APIs preferred Prior experience with Contact Center analytics solutions preferred Prior experience with Voicebots and Chatbots preferred Prior experience with developing Natural Language and Conversational IVRs preferred Prior experience with Edge servers preferred Prior experience with developing AI-powered solutions preferred Prior experience with Session Boarder Controllers, preferably Audio Code e-SBC and Mediant 1000 gateway preferred Prior experience with developing routing solutions for a Multi-site Call Center preferred Job Details: Company: Best Buy Vacancy Type: Part Time Job Location: Houston, TX, US Application Deadline: N/A Apply Here careers-trivia.net
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