Qualifications

• 5+ years of experience with Genesys on-premises contact center software architecture and framework.
• Familiarity with Session Border Controller systems; Oracle knowledge is a plus.
• Proficient in Session Initiation Protocol (SIP) and carrier SIP Trunking.
• Solid background in call center solutions and Cisco Call Manager.
• Experience with VoIP monitoring solutions and advanced analytical problem-solving skills.
• In-depth knowledge of LAN/WAN technologies and IP troubleshooting techniques.
• Bachelor's degree and 4 years of directly related experience or equivalent combination of education and experience.

Responsibilities

• Evaluate, design, and maintain contact center, IVR, and session border communication systems.
• Develop new theories and methods relevant to the telecommunications field.
• Analyze user needs and propose effective solutions.
• Prepare detailed specs and flowcharts for new programs or vendor software modifications.
• Coordinate installation of hardware and software configurations effectively.
• Maintain vendor relationships for telecommunications equipment and service enhancements.
• Support system performance management for voice and video systems.
• Benchmark and analyze telecommunications systems, making recommendations accordingly.

Benefits

• Opportunity to work with cutting-edge contact center technologies.
• Professional development and growth opportunities within a collaborative team environment.
• Engagement in moderate to complex projects, enabling skill advancement.
• Supportive company culture that values problem-solving and analytical abilities.