Genesys Senior Implementation Engineer (eServices)

Managed services company providing an array of technology assets to the world’s largest organizations, resulting in productivity increases, cost savings, and deep insights.

The primary purpose of this position is to design, implement and support Sutherland Genesys platform.  Platform currently includes, includes Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc.  The candidate will be required to be “on call” after hours to support the operations team in the event of platform outages.   

KEY RESPONSIBILITIES:

Qualified individuals must have the ability to perform the following duties: 

1. Responsible for the implementation and support of Sutherland Genesys platforms.  Current platforms include Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys OBS, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc.
2. Some knowledge of SIP from the carrier level.  Some knowledge of Oracle (Acme Packet) and Avaya SBCs and TDM Gateways such as AudioCodes M3Ks and G450s is a plus.
3. Partners with the Business and Service Delivery team to assist with implementation of new Program solutions. 
4. Responsible for documentation along with Runbooks for Operations.
5. Partners with development/integrations team for platform support when needed.
6. Monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
7. Conduct testing to detect faults, minimize malfunctions, and backup systems.
8. Provide technical consultancy to ensure problem resolution is achieved in the shortest possible time frame
9. Manages vendors on escalated issues and projects specific to your area of influence.
10. Willingness and ability to learn complex new systems in varying technologies related to area of influence.
11. Follow the lead of the senior implementation engineer, based on enterprise business requirements and IT Strategies.

Key Requirement: Experience in writing multimedia (eservices) routing strategies in Composer (at least on the first two):

1.       Email*
2.       Chat*
3.       SMS
4.       Social Media
5.       Finding the unicorn Chatbot

MINIMUM REQUIRED QUALIFICATIONS:

10 years progressive relevant experience required.

• Some knowledge of Genesys Platform
• Ability to multitask and demonstrate willingness to deliver on multiple, simultaneous projects.
• Willingness to manage vendors for performance to ensure compliance with commitments and budget.
• Experience with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture) is a plus.

 PREFERRED QUALIFICATIONS:

• Demonstrated experience in vendor management
• Knowledge of Avaya and Cisco CUCM is a plus

All your information will be kept confidential according to EEO guidelines.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.