Senior Genesys Support Engineer

2 weeks ago


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

Position: Senior Genesys Support Engineer

Location: Remote or Hybrid

Working Model: Hybrid - Flexible schedule available for candidates near key locations.

Role Responsibilities:

  • The Integrated Solutions Desk (ISD) is seeking a seasoned support engineer proficient in contact center solutions (CCS) technologies. This role is essential for providing support in high-demand client environments, leveraging technologies such as Cisco Unified Computing System (UCS), Genesys, and Aspect systems.
  • The designated senior engineer will play a pivotal role within the support team, ensuring the comprehensive functionality of the solution. As the primary resolution group for the environment, the ISD requires a highly skilled engineer experienced in managing and supporting call center applications across an enterprise-wide network. This position involves deep engagement with customer environments, thorough documentation, and providing essential support functions, including escalation and intervention for issues related to call center operations and overall site 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.

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 systems.

Qualifications and Experience:

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


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