Unified Communications Engineer

Essential Functions :

• Plans, architects, designs, analyzes, configures, installs, and upgrades Genesys Cloud CX enterprise telecommunications system, and UCaaS and CCaaS provider services.
• Serves as subject matter expert on Genesys Cloud CX architecture and consults with stakeholders when telecommunication system architecture knowledge is needed.
• Develops Genesys Cloud CX architecture deliverables that are consistent with architecture principles, standards, methodologies, and organization's best practices.
• Design, configure, and maintain Genesys Cloud CX3 environments, including Architect call flows, routing strategies, and integrations.
• Collaborate with cross-functional teams to integrate 3rd Party solutions into the contact center ecosystem.
• Develop and maintain IVR scripts, queues, skills, and user profiles in Genesys Cloud.
• Ensure high availability, performance, and security of contact center platforms.
• Implement and support workforce management, quality monitoring, and speech analytics using all available environments.
• Troubleshoot and resolve complex Genesys platform issues.
• Analyzes solutions to company’s telecommunication system challenges based on business requirements.
• Seeks and maximizes opportunities to improve telecommunications productivity, solutions quality, and cost effectiveness.
• Plans, architects, designs, implements, and upgrades various software and systems to support company operations including but not limited to :
• UCaaS and CCaaS routing via ANI, DNIS, Call Scripts, ACD, and Skills Based routing.
• Telecom Carrier circuits of various types
• Contact Center systems and contact routing for Chat, e-mail, Social Media, Outbound Dialing.
• Complex multi-telecom carrier routing plans

Education and Experience :

Special Requirements / Certification :