ComPsych seeks a dynamic and well-seasoned Senior Telecom Engineer to join our innovative team as a Telecom Engineer specializing in Genesys Cloud CX and Workforce Management. In this role, you will be pivotal in deploying, optimizing, and maintaining our contact center solutions to enhance customer and employee engagement and improve operational efficiency.
Requirements
- 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.
Benefits
- Full benefits package
- Paid Time Off (PTO)
- Medical
- Dental
- Vision
- 401(k) with match
- Robust EAP
- Wellness program
