Senior Cloud Solutions Engineer

Position Overview

• Location Type: [Not Specified]
• Job Type: Full-time
• Salary: [Not Specified]

This role is for a Senior Cloud Solutions Engineer, also described as a Senior Telecom Engineer, who will be instrumental in deploying, optimizing, and maintaining contact center solutions, specifically focusing on Genesys Cloud CX and Workforce Management (WFM). The position involves supporting the development and execution of cloud implementation strategies within the organization's IT infrastructure. The engineer will handle moderately complex to complex issues, requiring in-depth evaluation of variable factors. The role also involves collaborating with stakeholders to evaluate cloud systems, identify appropriate solutions, and develop specifications for new cloud-based products and services. The engineer will drive the rollout of cloud management platforms, evaluate performance, and implement enhancements, influencing departmental strategy and making decisions on technical approaches.

Responsibilities

• Design, implement, and maintain Genesys Cloud CX solutions, with a focus on integration and deployment in a cloud environment.
• 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 (IT, management, external vendors) to ensure seamless functionality and scalability of contact center systems.
• Provide support to end-users and management, enabling effective utilization of system features and capabilities.
• Stay updated on new trends and technologies in the contact center industry, particularly Genesys Cloud solutions and workforce optimization.
• Document all system configurations, updates, and procedures to ensure consistency and continuity.
• Manage contact center reporting and other related tasks.

Requirements

• Bachelor's degree in a relevant field of study and 5+ years of professional experience, or an equivalent combination of education and experience.
• Genesys Cloud CX architecture and implementation experience.
• Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, Email), including maintenance and support of Genesys Cloud, Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, and speech/text analytics.
• 7+ years of Telecom engineering experience.
• 3+ years of hands-on Genesys Cloud CX experience.
• Experience working within Enterprise Contact Center Environments, call routing, and voice response.
• Experience with ticketing systems and change management.
• Strong SIP protocol analysis skills and a strong understanding of VoIP.
• Genesys Cloud CX and AWS certifications are a strong plus.
• Willingness and ability to work necessary hours to meet operational deadlines.

Preferred Qualifications

• Master's Degree.

Work-At-Home Requirements

• Must have the ability to provide a high-speed DSL or cable modem for a home office.
• Associates or contractors residing and working from home in California will receive payment for their internet expenses.
• A minimum standard speed of 25x10 (25 Mbps download / 10 Mbps upload) is required for optimal performance.