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Genesys Telephony Engineer

Posted on Aug 19, 2020 by Request Technology - Robyn Honquest

Not Specified, PR
IT
Immediate Start
$100k - $125k Annual
Full-Time


Genesys Telephony Engineer

Location: Knoxville, TN - Tulsa, OK - Marian, IA - Madison, WI - Chicago, IL - Waukesha, WI OR REMOTE

Looking for a Genesys Telephony Engineer to provide planning, design, development and implementation of Genesys. Genesys call center GVP IVR outbound dialer VoIP networking ACDPBXs SIP QOS SIP Server Interaction server workspace desktop edition feature server and GAX outbound contact server Genesys SIP Endpoint

MUST HAVE: Genesys Interaction Recording (GIR) AND Genesys Engage on - premise

They are getting rid of Nice and going GIR

Telephony Engineers plan, design, implement and support Telephony related technologies including IP Telephony platforms, Gateways, Session Border Controllers, Genesys SIP Server, SIP Endpoints, GAX, Feature Server, Interaction Recording, VoIP Networking Architecture and Databases. They also provide subject matter expertise around the specific telephony technologies. They provide project management for the deployment of infrastructure projects and act as the primary vendor interface and tier-three support for telephony technologies provided and supported by vendors. This position also troubleshoots and resolves operational outage and it pertains to Telephony in our production environment.

Provides planning, design, development, and implementation of Telephony related infrastructure technologies including large Genesys call center applications, GVP IVR, Outbound dialer, VoIP Networking Architecture, Databases, ACDs/PBXs and IP Telephony platforms.
Provide project management for the deployment of infrastructure projects, as well as act as primary vendor interface and tier-three support for applications and technologies provided and supported by vendors.
Identify and lead changes needed in the infrastructure configuration to achieve the technology organization goals.
Lead project management oversight for infrastructure implementation projects.
Implement technology and infrastructure changes for platforms, performance, and scoring.
Analyze system response and determine tuning recommendations to improve performance.
Manage effective issue identification and resolution process; serve as the focal point for infrastructure-related issues/crisis resolution.
Demonstrate strong analytical and critical decision-making skills
Must be able to support on-call rotation & overnight work as needed

Required Experience

Bachelor's degree, specialized training or equivalent work experience required
It is required that the associate has a good understanding of QOS with emphasis on VoIP, SIP, and TCP/IP Networking
The associate must have at least 5-7 years of experience within Telephony/Call Center technologies space. Examples of the relevant Call Center Technologies are:
Genesys - SIP Server, Interaction Server
Genesys - Workspace Desktop Edition (WDE)
Genesys - Feature Server & GAX
Genesys - Outbound Contact Server (OCS)
Genesys SIP Endpoints
It is required that the associate has a good level of knowledge of LAN/WAN and Firewall policies
Knowledgeable of CTI desktop integration and Quality Monitoring tools
Current technical experience relevant to VoIP infrastructure, including telephony capacity metrics, SIP and CTI messaging, and vendor support
Genesys - ICON/InfoMart

Genesys Callback

Genesys Interaction Recording (GIR)
Red Hat Linux
Oracle Database
Virtual Hold Technologies - Virtual Hold (VHT)
Audio Codes PSTN Gateways & Oracle SBCs
Oracle (Acme Packet) Session Border Controller (SBC)
PCI Segmentation




Reference: 930984575

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