CCaaS Platform Engineer III

Paychex•Cincinnati, OH

2d•Onsite

About The Position

The primary responsibility of the CCaaS Platform Engineer III is to ensure the reliable operation and continuous improvement of the Genesys voice platform through project leadership, system configuration, performance monitoring, technical troubleshooting, and operational support. This position contributes to the design and implementation of AI-driven customer engagement solutions. This includes conversational AI, intelligent routing, virtual agents, and other automated customer interaction technologies, to improve customer experience, service efficiency, and business outcomes. This individual will be required to work with all levels of the organization across various functional disciplines on project execution and problem solving. It is a critical requirement to work in cross-functional teams within IT and business operations, interfacing with operations staff, technology staff, networking staff and application development teams. This role will require a knowledge of vendor management and integration to ensure solutions operate free from defect.

Requirements

Must be legally authorized to work in the US without employer sponsorship.
4 or more years of experience in call center operations for support, service and sales with utilization of voice platforms.
4 or more years of experience and extensive technical knowledge of contact center solution systems such as Recording, WFM, Omni Channel, Dialer In/Out.
3 or more years of experience in infrastructure or application-level vulnerability testing and auditing.
Knowledgeable in system, network and/or application security related to voice solutions.
2 or more years of experience and involvement with development team(s) that delivered commercial software or software-based services (development, QA testing, or security role).
2 or more years of experience using SQL Server, Reporting Services Data mining, Business Intelligence (BI), WFM/WFO.
Consistent implementation of security solutions at the business unit level.
Advanced knowledge of networking, integrations, and cloud connectivity technologies, including SIP, DNS, APIs, and related communication protocols used to support CCaaS and unified communications platforms.
Expertise in cloud contact center platforms, including omnichannel routing, ACD configuration, IVR and self-service design, telephony integrations, queue management, and cloud telephony services.
Knowledgeable in design-driven coding and scripting skills related to voice solutions.
Creative thinker and goal-oriented, practical problem solver.
Required to be organized, possessing project management skills, and strong follow-up skills.
Able to set goals and complete deliverables with minimal direction and/or support, as well as the ability to identify and escalate broader issues as required.
Self-starter, with the ability to "think outside the box", applying knowledge and experience to ambiguous situations which may require flexibility in decision making to resolve an issue.
Must be able to work in cross functional team environments, possess good interpersonal skills, while being able to work independently.

Nice To Haves

Bachelors degree in computer science, information technology, mathematics, or other related technology field or equivalent experience in contact center solutions
Effective communication skills (verbal and writing) and ability to address multiple levels of associates and executives with ease
Ideal candidates will have embedded software or app development experience.

Responsibilities

Leads the design and execution of system enhancement projects for the voice platforms, ensuring the changes meet business and technical requirements while maintaining a reliable system
Facilitates the use of new technologies and tools to improve the omnichannel platform
Configures, tests, and supports the integration of AI capabilities with voice, chat, email, and other omnichannel communication platforms to deliver consistent and seamless customer experiences
Collaborates with business partners, vendors, and cross-functional technology teams to identify opportunities where AI can improve service outcomes
Provides technical guidance to colleagues and document new, as well as update existing, policies and/or procedures
Ensures vendor hardware, software applications and security meet Paychex standards
Applies the appropriate standards, processes, procedures, and tools throughout the development life cycle of the voice solutions
Applies knowledge of computer hardware and software to be programmed in business applications
Corrects program errors, prepares operating instructions, compiles documentation of program development, and analyzes system capabilities to resolve questions of program intent, output requirements, input data acquisition, programming techniques, and controls
Works with the development team supporting applications and systems which interface with the voice systems to resolve issues as well as implement improvements
Performs certifications on voice technology add on products for multiple applications/solutions
Ensures software standards are met and maintained for voice platforms
Participates in an on-call (24x7) support structure and is available for after hour and weekend work when the occasions arise