Genesys Cloud Engineer (Telecom Network Engineer)

SchoolsFirst Federal Credit Union•Tustin, CA

About The Position

The Genesys Cloud Engineer is responsible for the design, administration, configuration, installation, provisioning, monitoring, and troubleshooting of contact center systems to ensure availability, capacity, and performance. The role supports SchoolsFirst’s complex telecommunications infrastructure, with a focus on routing and switching, voice and collaboration, and contact center systems. The position works under general direction from a manager and collaborates with peers, architects, project managers, managers, business stakeholders, and vendors on design, strategy, and project activities. The engineer designs and configures telecommunications systems using best practices; implements highly available solutions; monitors and tunes performance; applies operating-system and application patches; and documents and improves standard operating procedures. The role resolves complex system and user issues, performs root-cause analysis, manages vendor relationships and performance, supports disaster recovery and business continuity testing, and forecasts and implements capacity plans. It also includes after-hours maintenance as needed, participation in a 24x7x365 production on-call rotation, end-user technical support, certification attainment based on management’s certification path, and participation in team meetings and process improvement activities. The employee must comply with regulatory and training requirements, including applicable BSA requirements, and perform other duties as assigned.

Requirements

High school diploma or GED.
Bachelor’s degree in a related field or equivalent years of experience.
5–7 years of prior relevant experience.
Advanced knowledge of unified communications/contact center applications, with 4+ years of experience with applications such as Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, or 8x8.
Advanced knowledge of IP telephony architecture, with 3+ years of practical experience with SIP trunks, SBCs, media gateways, FXS/FXO, and codecs.
Advanced knowledge of UC/CC technologies such as IVR, APIs, ACD, WFM/WFO, and omnichannel communications.
Advanced knowledge of VoIP protocols such as SIP/SDP, RTP/SRTP, WebRTC, and MGCP.
Intermediate knowledge of network communications as defined by TCP/IP and OSI models.
Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE, and 10GigE.
Intermediate knowledge of monitoring tools for SNMP, packet capture, and application log files.
Intermediate knowledge of operating systems, servers, and storage.
Intermediate knowledge of CoS and QoS designs, configurations, and support.
Intermediate knowledge of audit and security best practices, including CCPA, PII, and PCI DSS.

Nice To Haves

GCX-GCP Genesys Cloud CX Certified Professional certification.
GCX-GCD Genesys Cloud CX Certified Developer certification.
GCX-ARC Genesys Cloud Architect Certification.
GCP-GC Genesys Cloud Certified Professional certification.
GCD-GC Genesys Cloud Certified Developer certification.
Advanced knowledge of UCaaS/CCaaS, with 2+ years of practical experience with Genesys Cloud.

Responsibilities

Design, administer, configure, install, provision, monitor, and troubleshoot contact center systems to support availability, capacity, and performance.
Perform assigned duties in accordance with RACI models and under general direction from a manager.
Collaborate with peers, architects, project managers, managers, business stakeholders, service stakeholders, and vendors on design, strategy, projects, service requests, and enhancements.
Support telecommunications infrastructure, focusing on routing and switching, voice and collaboration, and contact center design.
Design, install, and configure telecommunications infrastructure systems using best-practice principles.
Design and implement highly available solutions to minimize repair and recovery efforts following hardware or software failures.
Monitor system availability and reliability, tune and optimize performance, and apply operating-system and application patches.
Document standard operating procedures and develop innovative or automated improvements to administrative processes.
Troubleshoot, resolve, and perform root-cause analysis of complex system and user issues, independently or with third-party vendor support.
Manage vendor relationships by defining objectives, maintaining regular communication, and establishing performance KPIs.
Support improvements to disaster recovery and business continuity solutions, including periodic failover and testing efforts.
Forecast, recommend, and implement capacity plans.
Provide after-hours maintenance and support as needed and participate in a 24x7x365 production on-call rotation.
Provide end-user service and technical support.
Obtain relevant certifications based on the certification path identified by management.
Improve processes and technology; participate in scheduled huddles and meetings, report individual metrics, analyze deviations, and discuss improvement areas.
Support designs, implementations, and management of the Genesys Cloud contact center solution.
Monitor, analyze, and report contact center performance using analytics for forecasting, metrics, and KPIs.
Support capacity planning, load testing, and performance tuning for contact center systems.
Manage cloud services vendors, monitor ticket escalations, coordinate upgrades, and hold vendors accountable to contractual SLAs and obligations.
Collaborate with cross-functional teams on organizational projects requiring integration through Genesys Cloud APIs.
Work with internal departments to understand business requirements and provide customized contact center solutions.
Perform other duties as assigned and comply with regulatory compliance and assigned training requirements, including applicable BSA regulations.