5+ years of experience
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Job Category:
Genesys Call Center Engineer
(This job is no longer available)
Grad Date

Not sure what types of jobs you are interested in?

Explore Jobs
Based on Your Education

Follow This Company

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