Genesys Pureconnect

**Responsibilities**: - Providing support for all Genesys PureConnect / Genesys Cloud telephony systems, including - Dialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting and handler - development - Working closely with other engineers to troubleshoot and resolve complex problems (some after - hours and on-call work required) - Providing thought leadership and help develop telephony best practices and preferred methods - Have a comprehensive telephony background and thorough understanding of SIP, VOIP, & QoS - Researching, evaluating, and recommending architectural improvements and new technologies - Identifying and proposing strategies around technical problems affecting team, communicates - standards and gets buy-in on solutions - Have a thorough, working knowledge of the Agile project management paradigm - Recognizing the importance of and being able to generate excellent documentation and diagrams - Engaging in active listening and have effective written and verbal communication skills - Demonstrating a proven ability to learn and grow through self-study - Acting as a collaborative service provider to our internal and external customers - Providing mentorship to junior team members and leading by example - Thinking “Enterprise” and understand that every delivered solution must be consistent, redundant, - standards compliant, well monitored, and thoroughly documented - Supporting a large (>1000 employee), fast-paced, always-on, enterprise technology organization **Requirements**: - 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, - complex contact center environments - 2+ years experience with Genesys Pure Cloud, both administrative and development tasks - Experience supporting call center technology is a must E.g., Dialer, ACD, Call Recording, - Wallboards etc.) - Proven experience supporting contact center solutions and knowledge of best practices - Experience working with carrier technologies is a plus. E.g., PRI/OC3/12/48, configuring trunk - groups, troubleshooting line cards, and similar work - Familiarity with ServiceNow or other similar CMS / SKMS - Genesys certifications: ICCS, ICCE, ICDE, Cloud Certified Professional, Cloud Certified - Developer - Bachelor’s degree in an information technology related field or equivalent work experience