Role Overview:This role involves leading the assessment, design, and deployment of Genesys Cloud platforms during M&A activities, evaluating legacy contact center infrastructures, and recommending integration or migration strategies.
Key Responsibilities:- Configure and optimize Genesys Cloud applications, routing, and workforce management systems.
- Manage and integrate telephony solutions with SIP trunks and cloud infrastructure.
- Develop and implement call flow designs and routing strategies to ensure operational continuity.
- Serve as backup support for Microsoft Teams Phone System configurations, including Direct Routing and SBC management.
- Provide expertise on Cisco Unified Communications Manager (CUCM) systems during M&A activities if required.
Required Skills:- 5+ years of experience in voice engineering with a focus on Genesys Cloud implementations.
- Strong knowledge of Genesys Cloud architecture, call routing, and telephony integrations.
- Familiarity with Microsoft Teams Phone System and Cisco VoIP solutions.
- Demonstrated experience in M&A voice system integrations and migrations.
Qualifications:- Certifications such as Genesys Cloud Certified Professional (GCP-GC) or Microsoft Teams Voice Engineer Expert.
- Experience with contact center analytics and reporting tools.
- Knowledge of hybrid telephony environments and cloud migration strategies.
