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Genesys Call Center Engineer
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Job Description

Prestigious Enterprise Company is currently seeking a Genesys Call Center Engineer. Candidate will be responsible Genesys Call Center Engineer. Candidate will plan, design, develop, implement and support Telephony related infrastructure technologies including large implementations.


  • Identify changes needed in the infrastructure configuration to achieve the technology organization goals
  • Define aggregate demand data in support of budget plans and make recommendations for ways to improve performance and/reduce costs
  • Supports the infrastructure strategy reviews and development by performing applicable analysis
  • Provide project management oversight to infrastructure implementation projects.
  • Implements technology and infrastructure changes for platforms to improve performance and scoring.
  • Analyzes system response and determines tuning recommendations to improve performance.
  • Manage effective issue identification and resolution process; serve as the focal point for infrastructure-related issue/crisis resolution
  • Identify opportunities to save costs and more effectively manage assets and escalate the opportunities
  • Ensure communication of process and procedure changes to key stakeholders
  • Design an effective test plan for any new/changed infrastructure technology and work with Project Managers, QA/Testing
  • Managers and Release Managers to ensure its implementation before the client takes possession of the system
  • Support identification and collection of metrics and performance reporting processes
  • Monitors delivery against SLAs and reports exceptions to management


  • 7+ years relevant work experience
  • Call Center Technologies:
    • Genesys - SIP Server
    • Genesys - Workspace Desktop Edition (WDE)
    • Genesys - Feature Server & GAX
    • Genesys - Call Center Pulse - CCPulse/Pulse
    • Audio Codes and/or Genesys SIP Endpoints
    • VoIP & SIP Networking Architecture
    • Netscout nGenious
    • NICE call recording integration - Engage, Perfor
  • Bachelors Degree or equivalent work experience
  • Understanding of the technology organization and/or business and technology
  • Re-engineering/process improvement experience, leading and coaching quality improvement projects
  • Strong change management skills; change agent
  • Excellent problem solving/analytical skills and knowledge of analytical tools
  • Excellent written and verbal communication skills
  • Ability to create/define metrics that accurately reflects the current state of a given process
  • In depth understanding of the call center acumen, operations, strategy and business practices
  • Current technical experience relevant to Genesys contact center support including end to end call routing support, SIP endpoints, call routing & reporting, telephony capacity metrics, vendor support, Oracle databases, Wire Shark. Previous experience supporting call recording (NICE) integration is a plus.
  • 10% travel required
  • Must be able to support on-call rotation which is a paid on-call rotation


Applicants must be eligible to work in the specified location

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