Bachelor's or Associate's degree in Computer Science, IT, or related field, or equivalent experience and certifications.
2+ years of hands-on experience with enterprise contact center and voice technologies, particularly Genesys Cloud CX.
Advanced experience with Avaya Communications Manager and related systems, including troubleshooting and MAC activities.
Familiarity with VoIP/SIP/H.323 protocols and Session Border Controllers (SBCs).
Strong communication skills in English, both spoken and written.
Responsibilities
Serve as the Subject Matter Expert for Genesys Cloud CX and manage IVR call flows and CRM integrations.
Oversee omnichannel customer journey workflows, ensuring system compatibility and data synchronization.
Manage cloud SIP interconnects and provide technical guidance to team members.
Utilize data analytics to monitor contact center performance and provide actionable insights.
Lead technical planning and support for the migration of Avaya Aura voice infrastructure.
Benefits
Participate in a rotating on-call schedule for after-hours support.
Engage in proactive preventative maintenance of Voice Services hardware.
Maintain accurate records in the enterprise ticketing system.
Work in a fast-paced environment with varied shifts, including nights and weekends.
Full Job Description
Position Overview
The primary responsibilities of the Sr. Engineer - Voice and Call Center include supporting The Venetian Resort's call centers and omnichannel environment. This position will serve as the Subject Matter Expert (SME) for our omnichannel environment and will be heavily involved in day-to-day Voice Services operations for The Venetian Resort.
All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.
Essential Duties & Responsibilities
Serve as the SME for enterprise contact center platforms with primary focus on Genesys Cloud CX, managing IVR call flows, Architect workflows, skill/queue routing, schedules, data actions, and CRM integrations.
Oversee omnichannel customer journey workflows across Voice, Email, SMS, Chat, and AI integrations, collaborating with IT and digital teams to ensure system compatibility and data synchronization.
Manage cloud SIP interconnects between on-premises voice platforms, SBCs, and the Genesys Cloud media edge.
Provide technical guidance and mentorship to team members and cross-functional partners on contact center, omnichannel, and voice systems.
Utilize data analytics and reporting tools to monitor contact center performance, interaction volumes, and queue effectiveness, providing actionable insights to operations stakeholders.
Oversee contact center agent provisioning, real-time dashboards, historical reporting, and quality management tools within the omnichannel environment.
Diagnose and troubleshoot all contact center and omnichannel-related issues.
Stay updated on the latest contact center technologies and recommend new solutions to enhance guest engagement and operational efficiency.
Lead technical planning, deployment, cutover, and post-cutover operational support for the enterprise voice infrastructure migration of Avaya Aura.
Administer, patch, and maintain core Avaya platforms Communication Manager (CM), System Manager (SMGR), Session Manager (SM), Media Server / Media Gateways (G450), and WebLM.
Execute the phased decommissioning and replacement of legacy Nortel CS1k PBX systems, migrating line-side devices and analog extensions seamlessly.
Deploy, configure, and maintain high-density 312 analog media gateways and Long Reach Ethernet (LRE) technologies to modernize guest room digital and analog devices over existing 2-wire riser cable plant.
Provide day-to-day tier-3 technical support, configuration, and proactive lifecycle maintenance for 8 high-availability (HA) pairs of Avaya Session Border Controllers (ASBC) centrally managed via Element Management System (EMS).
Perform complex tasks associated with telecommunication functions including dial plan engineering, UDP, ARS/AAR routing, SIP entities, adaptions, ACD, voicemail, auto attendants, menu scripting, LINUX OS command-level maintenance, and call accounting.
Conduct deep-packet inspection and troubleshooting of SIP signaling (INVITE, BYE, CANCEL, 4xx/5xx responses) and media stream anomalies (jitter, packet loss, one-way audio, SRTP/RTP) using diagnostic utilities and packet analyzers.
Manage certificate lifecycle management (renewal, installation, and troubleshooting) across Avaya, Windows, and Linux environments.
Maintain emergency calling compliance in accordance with Kari's Law and RAY BAUM'S Act, managing Private PS-ALI routing, E911 location tracking, and emergency trunking.
Demonstrate proficiency in the role and escalate complex issues to management or appropriate external vendor support when necessary.
Work collaboratively with the NOC, network engineering, and service desk staff to diagnose and resolve voice-impacting incidents.
Support telecom break/fix, project implementations, moves, adds, and changes (MAC). Activities require interaction with application software and hardware to diagnose and resolve unique, non-recurring problems.
Additional Duties & Responsibilities
Perform proactive preventative maintenance of Voice Services hardware and infrastructure across MDF/IDF locations.
Maintain accurate records and status updates in the enterprise ticketing system (e.g., ServiceNow).
Respond to tickets, emails, chats, and calls, setting customer expectations based on priority, impact, and urgency.
Participate in a rotating on-call schedule for after-hours, weekend, and emergency support.
Safety is an essential function of this job.
Consistent and regular attendance is an essential function of this job.
Performs other related duties as assigned.
Additional Duties & Responsibilities
Minimum Qualifications
21 years of age.
Proof of authorization/eligibility to work in the United States.
Bachelor's or Associate's degree in Computer Science, Information Technology, or a related field, OR an equivalent combination of professional experience, training, and industry certifications.
Must be able to obtain and maintain required licenses, and any other certification or license, as required by law or policy.
2+ years of hands-on experience implementing, administering, and supporting enterprise contact center and voice technologies, including Genesys Cloud CX, VoIP/SIP/H.323 protocols, Session Border Controllers (SBCs), and cloud-based omnichannel solutions supporting Voice, Email, SMS, Chat, and AI interactions.
Advanced experience administering and supporting Avaya Communications Manager (CM), System Manager, Control Manager, G450 Gateways, Avaya SBCs, IX Messaging, Experience Portal, and Dynamic Self-Service solutions, including MAC activities, Linux OS troubleshooting, and complex telecommunications issue resolution.
Experience with certificate renewal (Avaya/Windows/LINUX) and troubleshooting.
Working knowledge of IX Messenger, LINUX OS commands troubleshooting.
Ability to communicate clearly and effectively in English, both in spoken and written form.
Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
Must be able to work varied shifts, including nights, weekends and holidays.
Physical Requirements
Must be able to
Lift or carry 50 pounds, unassisted, in the performance of specific tasks, as assigned.
Physically access all areas of the property and drive areas with or without reasonable accommodation.
Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
Ability for prolonged periods of time to walk, stand, stretch, bend and kneel
Work in a fast-paced and busy environment.
Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.
