Genesys Cloud Engineer (Telecom Network Engineer)

Genesys Cloud Engineer (Telecom Network Engineer) The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity. Pay Range: $97,552.00 - $156,083.00 Scheduled Weekly Hours: 40 What You'll Be Doing Responsible for effective design, administration, configuration, installation, provisioning, monitoring and troubleshooting to ensure availability, capacity and performance of Contact Center systems, is achieved. Perform assigned duties as listed in RACI model(s) and under general direction from manager. Collaborate with peers, architects, project managers, managers and business stakeholders on design, strategy and project activities. 37Support SchoolsFirst's complex telecommunications infrastructure, with a focus on one or more key functional areas: Routing and Switching, Voice & Collaboration and Contact Center37Design, install and configure systems for the telecommunications infrastructure, using best practice principles37Design and implement highly available solutions, in order to minimize repair and recovery efforts from hardware or software failures37Perform tasks to ensure system availability and reliability, including daily monitoring, ongoing performance tuning and optimization, and OS and application patching37Document Standard Operating Procedures (SOPs) for current system administration, while developing innovative and automated approaches for those processes which can be improved37Troubleshoot, resolve and provide root cause analysis of complex system and user issues, independently or through coordination with 3rd party vendor support37Collaborate with team members, service stakeholders and vendors to fulfill service and enhancement requests37Manage vendor relationships by defining objectives, maintaining regular communication and establishing KPI's to assess vendor performance37Support ongoing improvements, including periodic failover and testing efforts, of disaster recovery and business continuity solutions37Forecast, recommend, and implement capacity planning37Provide after-hours maintenance and support as needed37Provide world-class end-user service and technical support37Obtain relevant certifications based on the Certification Path identified by management37Consistently strive to make improvements to our processes and technology37Participate in regularly scheduled huddles and meetings; report on individual metrics, analyze deviations, and discuss areas of improvement with the team as a whole37On call rotation supporting the production environment 24x7x365. Additional Job Functions 37Performs other duties as assigned37Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions Qualifications 37High School Diploma or GED required37Bachelor's Degree in a related field or equivalent years of experience required375-7 years of prior relevant experience required37 GCX-GCP Genesys Cloud CX Certified Professional preferred37 GCX-GCD Genesys Cloud CX Certified Developer preferred37 GCX-ARC Genesys Cloud Architect Certification 37 GCP-GC Genesys Cloud Certified Professional 37 GCD-GC Genesys Cloud Certified Developer Knowledge, Skills, and Abilities 37Advanced knowledge of UC/CC applications with 4+ years of experience with applications such as: Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8... 37Advanced knowledge of IP telephony architecture with 3+ years of practical experience with SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs... 37Advanced knowledge of UC/CC technologies (e.g. IVR, APIs, ACD, WFM/WFO, Omnichannel communications...) 37Advanced knowledge of voip protocols (e.g., SIP/SDP, RTP/SRTP, WebRTC, MGCP...) 37Intermediate knowledge of network communication as defined by TCP/IP and OSI models 37Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE and 10GigE. 37Intermediate knowledge monitoring tools for SNMP, packet capturing and application log files 37Intermediate knowledge of operating systems, servers and storage. 37Intermediate knowledge of CoS and QoS designs, configurations and support. 37Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO). Additional Knowledge, Skills, and Abilities 3 Advanced knowledge of UCaaS/CCaaS, with 2+ years of practical experience with Genesys Cloud3 Support ongoing designs, implementations and management of Genesys Cloud's Contact Center solution 3 Monitor, analyze and report on contact center performance using analytic tools for forecasting, metrics, and KPI's. 3 Support capacity planning, load testing and performance tuning, to ensure optimal performance of the contact center systems. 3 Manage cloud services vendor(s), monitoring ticket escalations, coordinating upgrades and holding them accountable to contractual SLA's and obligations. 3 Collaborate with cross-functional teams to ensure successful delivery of organizational projects, which require integration through Genesys Cloud APIs 3 Work closely with internal departments to understand their business requirements, in order to provide customized contact center solutions.