About the role
- Design, configure, and deploy Genesys CX telecommunications solutions.
- Gather requirements from stakeholders and create solution architectures.
- Monitor system performance and network traffic, implementing proactive optimizations.
- Troubleshoot complex voice quality, connectivity, and integration issues.
- Provide technical support, user training, and documentation for end‑users.
- Implement security controls and ensure compliance with industry standards.
- Manage vendor relationships, procure equipment, and negotiate contracts.
- Evaluate Genesys CX releases, patches, and firmware; plan and execute upgrades.
- Maintain up‑to‑date system documentation, network diagrams, and knowledge base articles.
- Collaborate with cross‑functional teams to integrate Genesys CX with other IT services.
- Bachelor’s degree in Telecommunications, Computer Science, or related field (or equivalent certifications).
- 7‑10 years of experience as a Genesys Telecom Engineer with Genesys PureConnect or Genesys CX.
- Strong knowledge of telephony protocols: VoIP, SIP, H.323, ISDN, and analog/digital endpoints.
- Hands‑on experience with call routing, voicemail, conferencing, and contact‑center solutions.
- Familiarity with Genesys CX (CCaaS and UCaaS) administration, configuration, and troubleshooting.
- Solid understanding of IP networking (LAN, WAN, VLAN, routing protocols).
- Proven analytical and problem‑solving abilities for complex technical issues.
- Excellent communication and interpersonal skills for cross‑team collaboration.
- Relevant Genesys certifications (e.g., Genesys Certified Professional) highly desirable.
- Ability to work in a fast‑paced environment and manage multiple priorities.