Voice Engineer IV

3 weeks ago

hyderabad, India RealPage, Inc. Full time

SUMMARY

The candidate will be the Genesys subject matter expert working within the Global Voice Engineering group. This group supports all voice related systems within the company and comprised of functional SME's. The Global Voice group is an essential part of RealPage's IT organization reporting up to the CIO.

As an Engineer IV (Genesys), you will collaborate with internal stakeholders, vendors, and contact center operational teams to analyze and understand key requirements and issues leading to excellent customer journeys, increased resource efficiencies, and innovative growth and maturation of our contact center solutions. This position will report to the Senior Manager - Global Voice.

PRIMARY RESPONSIBILITIES

Be a trusted and reliable technical resource and advisor for RealPage contact center groups, possessing excellent product knowledge and helping navigate through architecture, usability, adoption, and best practices. Design, plan, build, deploy, and troubleshoot Genesys Cloud offering. Conduct technical knowledge transfer sessions for members of our customer teams and for other RealPage Voice Engineers. Support complex contact center solutions involving web services, SMS, bots, and voice quality. Ability to handle several parallel assignments. Demonstrate strong technical acumen and ownership, as well as driving outcomes, managing relationships, and challenging decisions. Stay abreast of new and emerging technologies and play an active role in defining the technology roadmap for the company’s global voice services.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Bachelor’s degree in a technology field is preferred but can be substituted for equivalent related professional experience. Proven track record of success and accountability in large, complex, and highly visible technology driven projects and initiatives. Superb troubleshooting skills of Genesys systems and it's integrations. Advanced understanding of IP Telephony as well as features, functionality, and design elements of Genesys Cloud Platform, including SIP trunking and how all applications interact with one another. Advanced experience with call center design, development and support including integrations and best practices. Ability to prioritize many tasks and work independently as well as cohesively with a team. A great attitude with stakeholders, customer groups, and management. Must possess a strong initiative for learning new technologies.

PREFERRED SKILLS/KNOWLEDGE/ABILITIES

Experience with escalation and risk management processes and procedures. 5+ years working with Genesys solutions. Experience with carriers, primarily Twilio. Genesys product certifications.

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