Senior Telecom Engineer - Genesys

March 22

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ComPsych

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ComPsych is a leading global provider of employee assistance programs (EAP), wellness and mental health services, and work-life programs. The company focuses on improving employee well-being and organizational health through various support systems and resources tailored for various workplace environments.

HR Services • Online Services • Critical Incident Services • Global Services • Employee Assistance Program (EAP)

1001 - 5000 employees

Founded 1984

🤝 B2B

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• 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. • This position requires a strong understanding of telecommunications and Genesys Cloud CX and Workforce management platforms. • 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. • Other tasks as required.

🎯 Requirements

• Genesys Cloud CX architecture and implementation. • Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email). • Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer. • Strong knowledge of the design and administration of IVRs. • Administration and support for Workforce Management. • Experience with call routing and voice response. • Experience with ticketing systems and change management. • Excellent customer service skills. • Willingness and ability to work hours necessary to meet project deadlines as required. • Must participate in an on-call rotation; some travel may be required, although rare. • College degree or equivalent experience. • 7 + years of Telecom engineering. • 3 + years of hands-on Genesys Cloud CX experience. • Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus.

🏖️ Benefits

• Full benefits package, including Paid Time Off (PTO) • medical • dental • vision • 401(k) with match • robust EAP • wellness program • and much more