Staff Telecom Engineer
4 weeks ago
About the Role:
We are seeking a highly skilled Staff Telecom Engineer to join our team at SiriusXM. As a Staff Telecom Engineer, you will be responsible for designing, configuring, implementing, and supporting our Genesys Cloud solutions.
Key Responsibilities:
- Develop and manage solutions involving Queuing/Routing, PBX, Outbound Dialer Campaigns, Omni-Channel architecture, Call Recording, SBC, VoIP/SIP Endpoints, Workforce Management (WFM), Conversational Flows using Genesys Cloud Architect, SuccessKPI, and Genesys Cloud App Foundry
- Provide expert guidance to the SiriusXM Connect team and engage with various levels of IT leadership and business stakeholders
- Deliver high-level support, including design, configuration, troubleshooting, and problem management. Collaborate with vendors and cross-functional teams on contact center applications
- Work closely with customers and internal partners throughout the project lifecycle, offering platform configuration guidance and best practices
- Lead efforts to develop and propose solutions that demonstrate how Genesys can address critical business challenges and bring significant value
- Present complex Genesys technical solutions to diverse audiences within customer organizations
- Identify project risks and develop mitigation strategies
Requirements:
- Genesys Engage and Genesys Cloud certifications
- 7+ years of experience in Contact Center technologies with focus on implementing or administering Genesys Cloud and related platforms (e.g., Pure Connect, Pure Engage, Interaction Center)
- Demonstrated experience in migrating complex telephony platforms to Genesys Cloud and addressing intricate technical issues. Skilled in working with Session Border Controllers and managing interactions with carriers
- Bachelor's degree in Telecommunication, Computer Engineering, Computer Science, Computer Technology, or a related field, or equivalent professional experience
- Strong ability to troubleshoot complex configurations and create innovative IVR solutions
- Experience leading a highly technical team while effectively communicating with other teams, product managers, and executives
- An advanced degree in Telecommunication, Computer Engineering, Computer Science, Computer Technology, or a closely related field
- Experience with Emergency Services: Administration of telephony systems related to Emergency Services delivery
- Experience in analyzing telephony CDR data, including skills in scripting, dashboard creation, and compliance reporting
- Experience with deploying Genesys Cloud components utilizing the Continuous Integration/Continuous Deployment methodology
What We Offer:
At SiriusXM, we provide a work environment that fosters mutual respect, professionalism, and cooperation. We are an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.
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