Engineer II - Voice - Genesys

Frost Bank • San Antonio, TX

239d

About The Position

It's about being only one call away. Are you described as someone with an inquisitive mind and an innovative personality? Are you never satisfied with good enough? Does solving complex problems and ensuring top-quality service excite you? If so, being an Engineer II - Voice with Frost could be for you. At Frost, it's about more than a job. It's about having a flourishing career where you can thrive, both in and out of work. At Frost, we're committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you'll become part of Frost's over 150-year legacy of providing unparalleled banking services.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent relevant experience
• Demonstrated ability to independently identify issues across interrelated programs and systems and develop the appropriate solutions, typically requiring a minimum of 2+ years of telephony systems design, implementation and/or engineering
• Proven ability to apply engineering principles to effectively resolve moderately complex technical issues within telephony systems
• Demonstrated commitment to strong communication, teamwork, and adaptability in collaborative project environments
• Knowledge of SIP message flows, complex contact center, call routing, E911 strategies, VoIP Signaling, and Cloud IVR Platforms
• Excellent written and verbal communication skills
• Experience in Microsoft Office applications

Nice To Haves

• Strong understanding of security requirements in relation to IP telephony solutions
• Genesys Cloud CX certifications
• Experience designing Natural Language IVR solutions
• Familiarity with Genesys AI tools
• Experience with test planning and deployment validation in a Genesys environment
• Knowledge of Microsoft Teams Calling and Avaya Aura systems

Responsibilities

• Design, implement, and maintain Genesys Cloud CX solutions to support enterprise contact center operations
• Lead the migration from on-premise IVR to Genesys Cloud
• Evaluate, design, and maintain contact center and Session Border Controller (SBC) systems
• Develop and administer call flows and routing strategies using Genesys Architect
• Diagnose and resolve complex issues related to Genesys Cloud, SIP, and carrier integrations
• Configure, and maintain voice infrastructure and key contact center components, including IVR, ACD, and WFM tools
• Analyze and monitor the telephone system networks to respond to, troubleshoot, and resolve complex telephone incidents such as user, contact center routing, and carrier circuits issues
• Collaborate with network engineers, IT security teams, and other stakeholders to deliver custom CX solutions
• Create and execute test plans for updates and new releases
• Develop and maintain detailed documentation of voice system configurations, processes, and procedures
• Stay current with the latest voice communication technologies and trends

Benefits

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) matching
• Generous holiday and paid time off schedule
• Tuition reimbursement
• Extensive health and wellness programs, including our Employee Assistance Program
• Referral bonus program + more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree