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Senior Operations Contact Center Engineer

4 months ago

Plano, United States TEKsystems Full time

The Opportunity: As a Expert Operations Contact Center Engineer, you will be part of the Enterprise Contact Center Operations teams responsible for ensuring the smooth operation, optimization, and overall health of the Genesys Contact Center CX platform. Your responsibilities will include troubleshooting CRM platform integrations, analytic applications, and collaborating with team members to uphold the platform's effectiveness in meeting our needs and continues business operations. You will engage in technical troubleshooting sessions alongside core team members, supporting teams and vendors, addressing complex voice quality issues, and actively working towards resolutions. You will report to the Enterprise Contact Center Infrastructure Manager. The Day-to-Day: Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension, Analytics, and Reporting Collaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirements Define and manage user roles and permissions in system to meet our requirements Define and manage contact center operational reports and business facing reports Write, maintain and implement performance test scenarios, strategy and document test status and result Continue to improve the effectiveness of operational tools, processes and identify opportunities for improvements Collaborate with Application Support Teams to insure proper integration with third-party solutions like Salesforce, Cisco UC, Observe.AI, Aleveo, PureInsight Work with Technology Business Support team to ensure Contract Center solutions are meeting business service levels Troubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote users Monitor and manage of contact center applications to ensure overall system performance, accessibility, and usability Ensure system changes and requests are prioritized and addressed directly, or with vendor technical support Provide Level 3/4 Technical support during business hours and on-call rotation Your Qualifications: 6+ years of experience Supporting Genesys Call Center platform 5+ years of deep technical experience working with cloud-based Globally deployed Contact Center environments Proficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM Integrations Experience implementing and supporting BYOC integrations with CCAAS Scripting and use of automation optimizing repeatable tasks by REST APIs Integration support with Salesforce and ServiceNow Experience with Agile / Scrum methodologies, Collaborating on JIRA and Confluence Proven experience leading programs to successful implementation and completion Genesys training and certifications Knowledge of Cisco Unified Communications Platform and Cisco SBC Skills: Telecom, Genesys, Avaya, Contact Center, Cisco, Unified Communications, AWS, Cloud, Deployments Top Skills Details: Telecom,Genesys,Avaya,Contact Center,Cisco,Unified Communications,AWS,Cloud,Deployments Additional Skills & Qualifications: Analytical skill-set Ability to monitor and troubleshoot Great with customer service MUST be willing to go onsite in Plano, TX (Where Dennis sits), Camas, WA or Tampa, FL - First 90 days 100 percent in office and then 3-4 days a week in office and the others remote. Experience Level: Expert Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.