Implementation Engineer

4 weeks ago

Clifton, United States AGM Tech Solutions Full time
AGM Tech Solutions, on behalf of the Client, is hiring a Implementation Engineer.

Position Title: Implementation Engineer
Location: Remote

Position Summary:

Implementation Engineer: Genesys
POSITION SUMMARY:

The primary purpose of this position is to design, implement and support Genesys platform. Platform currently includes, includes Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc. The candidate will be required to be "on call" after hours to support the operations team in the event of platform outages.

KEY RESPONSIBILITIES:

Qualified individuals must have the ability to perform the following duties:
  1. Responsible for the design, implementation and support of Genesys platforms. Current platforms include Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys OBS, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc.
  2. Strong knowledge of SIP from the carrier level. Strong knowledge of Oracle (Acme Packet) and Avaya Clients and TDM Gateways such as AudioCodes M3Ks and G450s.
  3. Responsible for working closely with the partnering groups to gather business requirements and ensure that our technical offering satisfies those requirements.
  4. Partners with the Business and Service Delivery team to assist with new Program solutions.
  5. Responsible for Engineering design documentation along with Runbooks for Operations.
  6. Partners with development/integrations team for platform support when needed.
  7. Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
  8. Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
  9. Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
  10. Manages vendors on escalated issues and projects specific to your area of influence.
  11. Interacts directly with client related to issues, problems, or overall design.
  12. Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support.
  13. Willingness and ability to cross train others in the varying technologies related to area of influence.
  14. Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.


MINIMUM REQUIRED QUALIFICATIONS:

BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required.
  • Expert knowledge of Genesys Platform
  • Expert in creating Genesys eServices (Email, Chat, SMS or Social Media) routing strategies from scratch
  • At least 2 years of experience on Composer.
  • 6 - 8 years demonstrated experience delivering on multiple, simultaneous projects.
  • 6 - 8 years' experience with vendor management and performance to ensure compliance with commitments and budget.
  • Expertise with enterprise voice network infrastructures (Clients & Gateways, SIP, circuit switching, VoIP architecture).
PREFERRED QUALIFICATIONS:
  • Demonstrated experience in vendor management
  • Knowledge of Avaya and Cisco CUCM is a plus


Additional Perks:

- Excellent Market Rate/Salary
- Positive Work-Life Balance
- Competitive Benefit Packages Including Medical Insurance, Dental Insurance.

Company Overview:
• AGM Tech Solutions is a Women-Minority owned Firm relationship-based IT Consulting firm dedicated to Serving our Clients Nationwide. Our dedicated team strives to exceed the expectations of our clients and employees by building long term relationships based on Integrity, Trust, Hard Work, Commitment and our service experience. We offer a consultative approach to each and every client by taking the time to listen to their needs and help them get where they want to go by becoming an extension of their organization. We provide Information Technology staffing: High caliber talent for temporary support and project Deliverables. Direct IT placement services: Contract-to-Hire Direct Hire professionals for longer-term needs.

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