Genesys Cloud Engineer

Genesys Cloud Engineer (Telecom Network Engineer)

Pay Range: $96,110.00 - $153,777.00. Scheduled Weekly Hours: 40.

Responsibilities

• Design, administer, configure, install, provision, monitor, and troubleshoot Contact Center systems to ensure availability, capacity, and performance.
• Perform assigned duties as listed in RACI models and under general direction from the manager.
• Collaborate with peers, architects, project managers, managers, and business stakeholders on design, strategy, and project activities.
• Support SchoolsFirst’s complex telecommunications infrastructure, focusing on Routing and Switching, Voice & Collaboration, and Contact Center Design; install and configure systems using best‑practice principles.
• Design and implement highly available solutions to minimize repair and recovery efforts from hardware or software failures.
• Ensure system availability and reliability through daily monitoring, ongoing performance tuning, optimization, and OS/application patching.
• Document Standard Operating Procedures (SOPs) for current system administration while developing innovative and automated approaches for improvements.
• Troubleshoot, resolve, and provide root‑cause analysis of complex system and user issues, independently or via coordination with third‑party vendor support.
• Collaborate with team members, service stakeholders, and vendors to fulfill service and enhancement requests.
• Manage vendor relationships by defining objectives, maintaining communication, and establishing KPIs to assess performance.
• Support ongoing improvements, including periodic failover and testing of disaster recovery and business continuity solutions.
• Forecast, recommend, and implement capacity planning.
• Provide after‑hours maintenance and support as needed.
• Deliver world‑class end‑user service and technical support.
• Obtain relevant certifications based on the Certification Path identified by management.
• Consistently strive to improve processes and technology.
• Participate in scheduled huddles and meetings; report on metrics, analyze deviations, and discuss improvement areas with the team.
• Serve on the on‑call rotation supporting the production environment 24x7x365.
• Perform other duties as assigned.
• Comply with regulatory compliance and assigned training requirements, including but not limited to BSA regulations relating to specific job duties.

Qualifications

• Bachelor’s Degree with a technical major (engineering, computer science) or equivalent years of experience.
• 5‑7 years of contact center application and IP telephony experience.
• GCX‑GCP Genesys Cloud CX Certified Professional (preferred).
• GCX‑GCD Genesys Cloud CX Certified Developer (preferred).
• GCX‑ARC Genesys Cloud Architect Certification.
• GCP‑GC Genesys Cloud Certified Professional.
• GCD‑GC Genesys Cloud Certified Developer.

Knowledge, Skills, and Abilities

• Advanced knowledge of UC/CC applications (4+ years), including Genesys, Cisco UCCE, Avaya, Five9, 8x8.
• Advanced knowledge of IP telephony architecture (3+ years) with SIP trunks, SBCs, media gateways, FXS/FXO, codecs.
• Advanced knowledge of UC/CC technologies (IVR, APIs, ACD, WFM/WFO, omnichannel communications).
• Advanced knowledge of VoIP protocols (SIP/SDP, RTP/SRTP, WebRTC, MGCP).
• Intermediate knowledge of network communication per TCP/IP and OSI models.
• Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE, and 10GigE.
• Intermediate knowledge of monitoring tools (SNMP, packet capture, application logs).
• Intermediate knowledge of operating systems, servers, and storage.
• Intermediate knowledge of CoS and QoS design, configuration, and support.
• Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO).

Additional Knowledge, Skills, and Abilities

• Advanced knowledge of UCaaS/CCaaS (2+ years) with Genesys Cloud.
• Support ongoing designs, implementations, and management of Genesys Cloud’s Contact Center solution.
• Monitor, analyze, and report on contact center performance using analytic tools for forecasting, metri