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Senior Genesys Support Engineer

2 months ago

Ashburn, Virginia, United States Radiant Digital Full time
Job Overview

Position: Senior Genesys Support Engineer

Location: Remote/Hybrid

Working Model: Hybrid - Flexible arrangements available

Key Responsibilities:

  • The Integrated Solutions Desk (ISD) is seeking a seasoned support engineer with expertise in contact center solutions (CCS) technologies. This role is crucial for delivering support in high-demand client environments. The CCS infrastructure encompasses Cisco Unified Computing System (UCS), Genesys, and Aspect systems.
  • The selected engineer will play a pivotal role in the support team, ensuring the comprehensive functionality of the solution. As the primary resolution group for the environment, the ISD requires a highly proficient senior engineer with a background in managing and supporting call center applications across an enterprise-wide network. This position involves deep engagement with the customer environment, thorough documentation, and provision of support functionalities such as escalation and intervention for issues related to call center operations, alongside ensuring overall interoperability during critical events. Furthermore, this role will contribute to ongoing service enhancement initiatives by identifying and implementing new processes and solutions aimed at improving efficiency and capabilities within the ISD.

Essential Skills:

  • In-depth knowledge of call center environments and voice portal routing, with specific expertise in Genesys call center applications including SIP, URS, and GVP, as well as call recording software. A solid understanding of basic networking (Cisco), firewalls, server management (Windows), VMWare, SAN (NetApp), and database technologies is required.
  • Experience in designing, administering, and supporting call center environments utilizing CISCO UCCM and Genesys (SIP, Routing, Voice Portal, and Reporting).
  • Proficiency in Cisco Networking.
  • Server management experience (VMs and Windows OS).
  • Familiarity with call recording technologies.

Qualifications and Experience:

  • Bachelor's degree in Computer Science, Computer Engineering, or related fields.
  • Minimum of 5 years of experience in an Enterprise Genesys environment.
  • Relevant certifications such as CCNP or CCNA.
  • Professional certifications related to call center operations.