Modivcare is looking for an experienced IT Telecommunications Engineer IV to join our team. This position is responsible for the design, development, integration, and support of advanced contact center solutions using Genesys Cloud (CX) technologies. This role combines deep technical expertise with strategic understanding of customer experience, ensuring scalable, reliable, and high-performing systems that align with organizational goals.
This role...- Configure and manage Genesys Cloud routing, queues, agent profiles, permissions, and reporting.
- Provide support for the organization's CCaaS (Genesys Cloud CX) platform.
- Expert experience with Genesys Cloud Architect, Genesys Cloud APIs, and Data Actions.
- Familiarity with CI/CD pipelines with version control (Git) and strong knowledge of REST APIs, JSON, OAuth, and microservices architectures.
- Designs and maintains contact center infrastructure including IVR/IVA omni-channel flows (chatbots, digital channels, and routing logic).
- Participates in projects and new initiatives between telecom carriers, network, developers and telecom teams.
- Provides support for contact center related technologies like reporting, outbound campaigns, and WFM.
- Partners with telecom service vendors (Bandwidth, Veridas, Twilio, Google) on offerings and supports a combination of infrastructure design and maintenance.
- Works with network and server teams, and other IT departments to support and provision necessary infrastructure for telecom environments.
- Develops and maintains disaster recovery and business continuity plans for telecom and contact center systems, including regular testing and updates to ensure resilience in the event of disruptions.
- Continuously monitors and optimizes the performance of telecom and contact center systems, identifying and addressing bottlenecks, inefficiencies, and areas for improvement and optimization.
- Implements quality assurance processes for telecom services and contact center interactions, including monitoring call recordings, analyzing performance metrics, and providing feedback and coaching to improve service quality and customer satisfaction.
- May support projects and perform other duties as assigned.
We are interested in speaking with individuals with the following...- Bachelor's Degree preferred.
- Seven (7) plus years overall Telecom experience.
- Or equivalent combination of education and/or experience.
- Must have extensive knowledge of telecommunications technology systems and process skills.
- Must have minimum of 3 years of proven experience in Genesys Cloud Architect, demonstrating understanding, knowledge and execution in high volume contact center setting.
- PC literate, including knowledge of office productivity tools (MS Suite: Excel, Word, etc).
- Communications skills (listening, speaking, writing, inquiring).
- Ability to work under pressure and handle stress.
- Ability to participate in on-call schedule (after hours and weekend support).
- Works well within a team environment as well as individually.
- Must have excellent organizational and coordination skills.
- Must demonstrate sound analytical skills.
- Must be able to self-manage tasks and projects and keep management informed of progress.
Salary: $97,200 - $133,700
Bonus eligible based on individual and company performance.
We value our team members and realize the importance of benefits for you and your family.Modivcare offers a comprehensive benefits package to include the following:
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post --Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
