Manager, Genesys Cloud Telecommunications

3 weeks ago

Long Beach, United States SCAN Group Full time

**About SCAN**

**The Job**

**You Will**
- Manage and lead a team of telecommunications professionals responsible for the administration, configuration, and maintenance of the GENESYS Cloud platform, call flows and operational processes
- Oversee the day-to-day operations of the GENESYS Cloud platform, ensuring smooth and efficient functioning.
- Collaborate with internal stakeholders to gather requirements, provide guidance, and ensure alignment of the GENESYS Cloud platform with business objectives.
- Drive continuous improvement initiatives to optimize the performance, scalability, and reliability of the GENESYS Cloud platform.
- Troubleshoot and resolve complex technical issues related to the GENESYS Cloud platform, working closely with technical teams and vendors as needed.
- Stay updated on the latest developments and advancements in the GENESYS Cloud platform and related technologies and evaluate their potential impact and benefits for the organization.
- Utilize hands-on working experience in configuring call flows and call routing techniques to optimize call handling, queue management, and customer experience.
- Monitor and analyze platform metrics, including call volumes, AHT, SLAs, and other important contact center operational data points.
- Generate reports, perform data analysis, and present findings and recommendations to senior management for operational improvements and resource planning.
- Ensure compliance with security and regulatory requirements, including data privacy and protection, for the GENESYS Cloud platform
- Manages and sets priorities for the design, maintenance, development, and evaluation of all Telecom systems, including but not limited to GENESYS Cloud Telephony Platform (UCaaS and CCaaS), Contact Center support systems like WFM and RightFax, VoIP phones, Mobile workforce support, and Remote Connectivity support for remote users and Contact Center technologies.
- Manages and sets priorities for the Telecom Engineering team. Manages the team's on-call rotation schedules and is available for after hour escalations.
- Schedules and directs activities to resolve hardware and software problems in a timely and accurate fashion.
- Conducts feasibility studies for various upgrade projects, improvements, and other conversions.
- Defines hardware and infrastructure software standards in conjunction with owners and stakeholders.
- Manages project implementation and operational costs, working closely with vendors and managing vendor relations.
- Develops solid business cases and presentations.
- Maintains professional and technical knowledge by conducting research and by attending educational and technological workshops. This position requires contributions to team effort by accomplishing and sharing related results with other staff.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching and counseling employees; initiating, coordinating, and enforcing systems, policies, and procedures.
- Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
- Maintains professional coordination and working relationship with peers in IT Infrastructure Engineering, IT Helpdesk, and IT Security teams.
- Contributes to team effort by accomplishing related results as needed.
- Other duties as assigned.

**Your Qualifications**
- Bachelor's degree in a relevant field (e.g., Telecommunications, Computer Science, Information Technology) or equivalent practical experience.
- 5+ years of hands-on experience working with the GENESYS Cloud platform, including administration, configuration, and troubleshooting.
- Proven experience in managing and leading a team, including performance management, coaching, and development.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with technical teams, business stakeholders, and senior management.
- Strong problem-solving and analytical skills, with the ability to quickly identify and resolve complex technical issues.
- Experience in working with SIP trunking providers/carriers, configuring SIP trunks, and managing their performance and capacity.
- Familiarity with cloud-based telephony platforms, VoIP technologies, and related protocols.
- Prior experience with other telephony platforms (e.g., Avaya, Cisco, Microsoft Teams) is a plus.
- Hands-on working experience in configuring call flows and call routing techniques within the GENESYS Cloud platform.
- Working knowledge of contact center statistics such as call volumes, AHT, SLAs, and other important operational data points.
- Experience in developing and implementing best practices, policies, and procedures for telecommunications management.
- Strong understanding of security and regulatory requirements in the telecommunications industry.
- Relevant certifications in the GENESYS Cloud platfor

  • Telecommunications Field Technician

    5 days ago

    Virginia Beach, United States Timmons Group Full time

    Job Description Timmons Group is currently seeking a Telecommunications Field Technician in Virginia Beach. The Telecommunications Field Technician will work with leading electrical and telecommunication companies to inspect assets and provide analysis of infrastructure. Essential Duties and Responsibilities of a successful candidate include but are not...

  • Telecommunications Field Technician

    6 days ago

    Virginia Beach, Virginia, United States Timmons Group Full time

    Job Description Timmons Group is currently seeking a Telecommunications Field Technician in Virginia Beach. The Telecommunications Field Technician will work with leading electrical and telecommunication companies to inspect assets and provide analysis of infrastructure.  Essential Duties and Responsibilities of a successful candidate include but...

  • 911 Telecommunicator

    5 days ago

    Palm Beach, United States Town of Palm Beach Full time

    GENERAL STATEMENT OF JOB Telecommunicators dispatch for police, fire, and paramedics, and are responsible for receiving all emergency and non-emergency calls, processing the information, assessing the needs, and then dispatching the appropriate public safety resource for a response. Work activities include answering emergency and non-emergency telephone...

  • MHS Telecom Technician

    5 days ago

    Long Beach, United States MemorialCare Health System Full time

    Title: MHS Telecommunications Technician Location: Long Beach Memorial Medical Center Department: Telecommunications Status: Full Time Shift: Days Pay Range*: $32.60 - $37.70 At MemorialCare Health System, we believe in providing extraordinary healthcare to our communities and an exceptional working environment for our employees. Memorial Care stands...

  • Voice Network Engineer

    1 week ago

    West Palm Beach, United States AVASO Technology Solutions Full time

    About the Job Description-Voice Network Engineer who is responsible for the providing L2 and L3 support for all voice related issues. Engineer should have Strong Knowledge and experience of LAN and WAN networks, VOIP and SIP Protocols. Voice Engineer Roles and Responsibilities:L2 and L3 Support for all voice related issuesResolves/close assigned tickets...

  • Voice Network Engineer

    1 week ago

    West Palm Beach, United States AVASO Technology Solutions Full time

    About the Job Description-Voice Network Engineer who is responsible for the providing L2 and L3 support for all voice related issues. Engineer should have Strong Knowledge and experience of LAN and WAN networks, VOIP and SIP Protocols. Voice Engineer Roles and Responsibilities:L2 and L3 Support for all voice related issuesResolves/close assigned tickets...

  • Voice Network Engineer

    5 days ago

    West Palm Beach, United States AVASO Technology Solutions Full time

    About the Job Description-Voice Network Engineer who is responsible for the providing L2 and L3 support for all voice related issues. Engineer should have Strong Knowledge and experience of LAN and WAN networks, VOIP and SIP Protocols. Voice Engineer Roles and Responsibilities:L2 and L3 Support for all voice related issuesResolves/close assigned tickets...

  • Product Manager, Cloud Infrastructure

    3 weeks ago

    Daytona Beach, United States Equinix Full time

    Product Manager, Cloud Infrastructure Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. With...

  • Sr Business Systems Analyst

    2 days ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITIONSr Business Systems AnalystLOCATIONRemote- EST hoursDURATIONTemp 6 MonthsINTERVIEW TYPEVideoVISA RESTRICTIONSOnly GC or CitizensREQUIRED SKILLSHealthcare claims and claims-based platformsPrevious cloud migration project experienceUnderstanding data mappingWorking with external vendorsCloud BC Labs Inc is a digital...

  • Data Scientist

    2 days ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITIONData Scientist LOCATIONRemoteDURATION6 MonthsINTERVIEW TYPEVideoVISA TYPEAnyREQUIRED SKILLSData Scientist who also knows pipelinesMicrosoft using spark ideallyFix bugs and Data Pipelines and on Active Demand Planning ModelProgramming Languages Spark Ideal/Machine learningAzure Cloud must haveBuilding analytics to support...

  • Cloud Engineer

    3 weeks ago

    Virginia Beach, United States Fortis Grex Full time $75 - $80

    Specific Cloud Infrastructure Support Tasks for Cloud Engineer Terraform scripting Network and Interconnectivity The Consultant shall review and advise on appropriate network and interconnectivity services. Identify regions, network segmentation, traffic flow management and routing requirements. Configure VPN between existing client’s datacenters and...

  • API Developer

    11 hours ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITIONAPI DeveloperLOCATIONRemoteDURATION6 MonthsINTERVIEW TYPEVideoVISA RESTRICTIONSNoneREQUIRED SKILLS.NETAPI/microservicesAzureAzure API managementCloud BC Labs Inc is a digital transformation organization aimed at creating seamless solutions for clients to effectively manage their business operations. The company...

  • Machine Learning Engineer

    22 hours ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITIONMachine Learning EngineerLOCATIONRemoteDURATION6 Months CTHINTERVIEW TYPEVideoVISA RESTRICTIONSNoneREQUIRED SKILLSMachine learningAnomaly detectionsClustering, neural networksCloud BC Labs Inc is a digital transformation organization aimed at creating seamless solutions for clients to effectively manage their business...

  • Sr Architect, Info Security

    2 days ago

    Long Beach, United States Molina Healthcare Full time

    Job DescriptionJob Description Job Summary Secures enterprise information by determining security requirements; planning, implementing, and testing security systems; preparing security standards, policies, and procedures; mentoring team members. Knowledge/Skills/Abilities •Leads an information security architecture team to develop and maintain effective...

  • Lead Java Developer

    11 hours ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITIONLead JavaLOCATIONRemoteDURATION6+ MonthsINTERVIEW TYPEVideoVISA TYPEAnyREQUIRED SKILLS14+ years of experience (12/13-ok) with JavaNeeds experience with AWSAngular is a plusNeeds to have LEAD, architect, staff or principle title on resume for at least a few years.Cloud BC Labs Inc is a digital transformation organization...

  • Sr Data Engineer

    5 days ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITIONSr Data EngineerLOCATIONRemoteDURATION12+ MonthsINTERVIEW TYPEVideoVISA RESTRICTIONSNoneREQUIRED SKILLSMUST SIT IN ONE OF THESE STATES: NC, CO, CA, UT, AZ, FL, NV, TX, WA, PA10+ years of experience with minimum 7 years in true Data Engineering capacityExcellent T-SQL Programming & SQL ServerSSIS ETLMust have Strong...

  • Node/React Developerus

    2 days ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITION Node/React Developer LOCATIONRemoteDURATION 6 months INTERVIEW TYPEVideoVISA RESTRICTIONS None REQUIRED SKILLS5-8 years of experience, max 9 years FS developer (mostly backend with Node), plus AWS2+ Experience with React.js workflows, such as Flux or Redux and Responsive web design3+ years hands-on with AWS Lambda, API...

  • Azure Cloud Architect

    4 weeks ago

    Daytona Beach, Florida, United States Brown And Brown Full time

    Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.Job DescriptionIt's an exciting time to join Brown & Brown Our business is growing both in North America and internationally which emphasizes the need to build an unparalleled team that promotes future growth. We're...

  • L3 Ansible Developer/Engineer

    10 hours ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITIONL3 Ansible Developer/EngineerLOCATIONRemoteDURATION6 Month ContractINTERVIEW TYPEVideoVISA RESTRICTIONSOnly GC or CitizensREQUIRED SKILLSStrong experience with Ansible playbook development and automation (minimum several years).Proficient in Linux system administration.Experience with OS and database-level automation is...

  • SOC Security Analyst

    11 hours ago

    Virginia Beach, United States Cloud BC Labs Full time

    Job DescriptionJob DescriptionPOSITIONSOC Security AnalystLOCATIONRemote (East Coast)DURATIONContractINTERVIEW TYPEVideoVISA RESTRICTIONSNoneREQUIRED SKILLSSpecialized expertise in Microsoft server support, Tanium security, and SIEM (Security Information and Event Management) technologies.Extensive experience in Microsoft server administration and support,...