ExecutivePlacements.com
What You’ll Be Doing
Design, install, and configure systems for the telecommunications infrastructure, using best practice principles.
Design and implement highly available solutions to minimize repair and recovery efforts from hardware or software failures.
Perform daily monitoring, performance tuning, optimization, OS and application patching to ensure system availability and reliability.
Document Standard Operating Procedures (SOPs) and develop automated approaches for processes.
Troubleshoot, resolve, and provide root‑cause analysis of complex system and user issues, independently or with 3rd‑party vendor support.
Collaborate with team members, service stakeholders, and vendors to fulfill service and enhancement requests.
Manage vendor relationships by defining objectives, maintaining communication, and establishing KPIs.
Support ongoing improvements, periodic failover testing, disaster recovery, and business continuity solutions.
Forecast, recommend, and implement capacity planning.
Provide after‑hours maintenance and support as needed.
Deliver world‑class end‑user service and technical support.
Obtain relevant certifications per the Certification Path identified by management.
Consistently strive to improve processes and technology.
Participate in scheduled huddles/meetings; report on metrics, analyze deviations, and discuss improvements.
Stand on call rotation supporting the production environment 24×7×365.
Additional Job Functions
Perform other duties as assigned.
Comply with regulatory compliance and assigned training requirements, including BSA regulations; failure may result in disciplinary action.
Qualifications
Bachelor’s Degree with a technical major (engineering or computer science) or equivalent experience.
5‑7 years of contact center application and IP telephony experience.
Preferred: Genesys Cloud CX certifications (GCX‑GCP, GCX‑GCD, GCX‑ARC, GCP‑GC, GCD‑GC).
knowledge, skills, and abilities
Advanced knowledge of UC/CC applications (Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8).
Advanced knowledge of IP telephony architecture (SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs).
Advanced knowledge of UC/CC technologies (IVR, APIs, ACD, WFM/WFO, omnichannel).
Advanced knowledge of VoIP protocols (SIP/SDP, RTP/SRTP, WebRTC, MGCP).
Intermediate knowledge of network communication (TCP/IP, OSI).
Intermediate knowledge of legacy and high‑speed voice platforms (POTS, DS1/T1, E1, DS3, OC3, FE, GigE, 10GigE).
Intermediate knowledge of monitoring tools (SNMP, packet capturing, log files).
Intermediate knowledge of operating systems, servers, and storage.
Intermediate knowledge of CoS and QoS designs, configurations and support.
Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO).
Additional Knowledge, Skills, and Abilities
Advanced knowledge of UCaaS/CCaaS, with 2+ years of experience with Genesys Cloud.
Support ongoing designs, implementations, and management of Genesys Cloud Contact Center solutions.
Monitor, analyze, and report on contact center performance with analytics tools for forecasting, metrics, and KPIs.
Support capacity planning, load testing, and performance tuning.
Manage cloud services vendor(s), monitor ticket escalations, coordinate upgrades, and enforce SLAs.
Collaborate with cross‑functional teams for successful delivery of projects that integrate through Genesys Cloud APIs.
Work with internal departments to understand business requirements and provide customized contact center solutions.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
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Design, install, and configure systems for the telecommunications infrastructure, using best practice principles.
Design and implement highly available solutions to minimize repair and recovery efforts from hardware or software failures.
Perform daily monitoring, performance tuning, optimization, OS and application patching to ensure system availability and reliability.
Document Standard Operating Procedures (SOPs) and develop automated approaches for processes.
Troubleshoot, resolve, and provide root‑cause analysis of complex system and user issues, independently or with 3rd‑party vendor support.
Collaborate with team members, service stakeholders, and vendors to fulfill service and enhancement requests.
Manage vendor relationships by defining objectives, maintaining communication, and establishing KPIs.
Support ongoing improvements, periodic failover testing, disaster recovery, and business continuity solutions.
Forecast, recommend, and implement capacity planning.
Provide after‑hours maintenance and support as needed.
Deliver world‑class end‑user service and technical support.
Obtain relevant certifications per the Certification Path identified by management.
Consistently strive to improve processes and technology.
Participate in scheduled huddles/meetings; report on metrics, analyze deviations, and discuss improvements.
Stand on call rotation supporting the production environment 24×7×365.
Additional Job Functions
Perform other duties as assigned.
Comply with regulatory compliance and assigned training requirements, including BSA regulations; failure may result in disciplinary action.
Qualifications
Bachelor’s Degree with a technical major (engineering or computer science) or equivalent experience.
5‑7 years of contact center application and IP telephony experience.
Preferred: Genesys Cloud CX certifications (GCX‑GCP, GCX‑GCD, GCX‑ARC, GCP‑GC, GCD‑GC).
knowledge, skills, and abilities
Advanced knowledge of UC/CC applications (Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8).
Advanced knowledge of IP telephony architecture (SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs).
Advanced knowledge of UC/CC technologies (IVR, APIs, ACD, WFM/WFO, omnichannel).
Advanced knowledge of VoIP protocols (SIP/SDP, RTP/SRTP, WebRTC, MGCP).
Intermediate knowledge of network communication (TCP/IP, OSI).
Intermediate knowledge of legacy and high‑speed voice platforms (POTS, DS1/T1, E1, DS3, OC3, FE, GigE, 10GigE).
Intermediate knowledge of monitoring tools (SNMP, packet capturing, log files).
Intermediate knowledge of operating systems, servers, and storage.
Intermediate knowledge of CoS and QoS designs, configurations and support.
Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO).
Additional Knowledge, Skills, and Abilities
Advanced knowledge of UCaaS/CCaaS, with 2+ years of experience with Genesys Cloud.
Support ongoing designs, implementations, and management of Genesys Cloud Contact Center solutions.
Monitor, analyze, and report on contact center performance with analytics tools for forecasting, metrics, and KPIs.
Support capacity planning, load testing, and performance tuning.
Manage cloud services vendor(s), monitor ticket escalations, coordinate upgrades, and enforce SLAs.
Collaborate with cross‑functional teams for successful delivery of projects that integrate through Genesys Cloud APIs.
Work with internal departments to understand business requirements and provide customized contact center solutions.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
#J-18808-Ljbffr