Senior telecom engineer

The Sr. Telecom Engineer is responsible for day-to-day management, design, and support of the telecom infrastructure. He or she monitors, resolves, and/or escalates any telecom related issues that affect the performance or availability of voice and contact center services. The Senior Telecom Engineer provides telecom support to other teams as necessary to meet strategic goals and supports and mentors lower-level telecom engineers. He or she is a critical member of the engineering team who contributes to and assists in implementing overall strategic goals for the telecom infrastructure and contact centers in collaboration with other ET teams.

Principal Duties and Responsibilitie

s Configure, administer, and customize Genesys Cloud CX components including queues, routing, Architect flows, users, permissions, divisions, and telephony . Design, develop, and maintain Inbound and Outbound IVR call flows using Genesys Architect . Support contact center operations by troubleshooting call routing, audio quality, SIP signaling, telephony, and network-related issues . Monitor production environments, investigate incidents, perform root cause analysis, and implement preventive solutions . Implement and manage customer experience features including Surveys, Co-browse, Knowledge Base, and Digital Channels . Build and integrate Genesys Cloud with enterprise applications using REST APIs, Web Sockets, OAuth 2.0 authentication, Data Actions, and Web Services . Develop and troubleshoot API integrations using JSON, Java Script, and services . Develop and maintain custom Agent Scripts utilizing Data Actions, Data Tables, Architect variables, and dynamic scripting . Knowledge of Genesys Analytics Dashboards, Performance Views, Reports, and Data Exports to monitor KPIs, agent performance, service levels, and operational metrics . Participate in on-call duties on a rotational schedule for telecom operations . Support and training for junior engineers

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Experience and Educati

on
5–9 years of experience implementing and supporting Genesys Cloud CX solution s. Experience configuring Queues, Routing, Skills, Divisions, Roles, Permissions, and Telephon y. Strong expertise in Genesys Architect for inbound and outbound call flow developmen t. Knowledge of SIP, Vo IP, telephony protocols, and contact center networking fundamental s. Strong troubleshooting skills for production support, call quality issues, routing problems, and A PI Strong knowledge of REST APIs, Data Actions, OAuth 2.0, Web Sockets, JSON, and Java Scrip t. Experience integrating Genesys Cloud with CRM platforms such as Salesforce, Service Now, Microsoft Dynamics, or other third-party system s. Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center syste ms. Experience in creating Genesys dashboards, reports, analytics, and performance monitoring solution s. Familiarity with Agile/Scrum development methodologies and Dev Ops practice s. Desired: Genesys Cloud CX Professional or Architect Certificat ion Bachelor’s degree in telecommunications or related area (option

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