Unified Comms Engineer

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Contact Center, Unified CommunicationsIndustries

Requirements

Candidates should have 2-4 years of experience directly responsible for a cloud-based contact center solution and proven experience with Genesys CTI, Genesys Cloud CX, or similar CCaaS platforms. Knowledge of LAN/WAN technologies, networking protocols, and IP telephony is required, along with proficiency in Genesys cloud-based solutions, strong troubleshooting and analytical skills, and familiarity with call flow design, IVR configuration, and customer experience optimization. Hands-on experience with cloud technologies and contact center integrations (AWS, Azure, or similar) is necessary, and while not mandatory, Genesys Certified Professional (GCP) or Genesys Cloud CX certifications and 3-5 years of experience in Unified Communications or Contact Center environments with a focus on cloud-based solutions are preferred. The ability to adapt to new technologies, work independently and collaboratively, and possess excellent communication and interpersonal skills is also essential.

Responsibilities

The CCaaS Unified Communications (UC) Engineer will maintain, configure, and optimize the cloud-based Contact Center as a Service (CCaaS) environment, integrating and managing Genesys CTI and/or CX products. Responsibilities include integrating Genesys platforms with existing IT infrastructure and third-party applications, ensuring optimum configuration and performance of CCaaS systems, and monitoring and troubleshooting CCaaS cloud environments. The engineer will also collaborate with stakeholders to assess business requirements and design CCaaS solutions, assist in developing documentation, and stay current with emerging CCaaS technologies and best practices. This role may involve up to 25% travel.