Position Title: Senior Engineer, Unified CommunicationsDepartment: Technology
Reports to: Senior Manager, Unified Communications
Location: Remote
Schedule: Monday - Friday, 9 to 5PM ET
Salary Range: $87,600.00 - $117,100.00Position Summary:The Senior Engineer, Unified Communications assists with UC platform development, design, and support. The Lead Unified Communication Engineer role will understand business processes and develop unit and integration test scenarios in accordance with system requirements and business process changes. The position provides central support to core systems, designs, configures, installs, manages, and troubleshoots Genesys hardware and software.
Job Duties/Responsibilities:- Lead/coordinate new Voice, Chat, SMS, Video infrastructure and application deployments
- Provide high level operational support and receive escalations in order to ensure final resolution on reported incidents
- Monitor Voice, Chat, SMS, Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications
- Ensure full compliance on Corporate Change Management policies and procedures for Voice & Video infrastructure
- Lead/coordinate and manage Service Provider related activities
- Manage resources and project related tasks related to new deployments
- Provides operational readiness through the engineering, planning, coordination, incident and problem resolution, software installation, and upgrades
- Participates in the planning, deployment and support of Unified Communication systems
- Other duties as assigned
Required Skills/Abilities:- Strong, hands-on, experience with the Genesys framework (configuration, routing strategies, etc.)
- Responsible for administration and support of Genesys PureCloud solutions
- Problem management skills
- Advanced troubleshoot skills
- Ability to collaborates with vendors on infrastructure designs to ensure the final product is what was architected or designed
- Ability to define hardware and software performance standards
- Serve as subject matter expert on all matters of Contact Center-related technology
- Demonstrates ability to absorb change and continue with positive results
Required Qualifications:- Bachelor's Degree and at least 5 years experience as a UC Engineer or similar role (additional experience may be substituted in lieu of a degree)
- Fully understand UC fundamentals and advanced features
- Experience supporting large-scale UC implementations and upgrades
- Hands on UC implementation, administration, maintenance, and optimization experience (e.g. Genesys PureCloud or similar)
Physical Requirements:- Must be able to remain in a stationary position 50% of the time
- Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
- Will frequently communicate over video calls with internal and external stakeholders
We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.
Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
