Genesys Cloud Engineer (Telecom Network Engineer)

SchoolsFirst Federal Credit Union•Sacramento, CA

3d•$97,552 - $156,083

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 performs assigned responsibilities under general direction from a manager and collaborates with peers, architects, project managers, managers, business stakeholders, and vendors on system design, strategy, projects, and service enhancements. The position supports SchoolsFirst’s complex telecommunications infrastructure, with a focus on routing and switching, voice and collaboration, and contact center systems. The engineer designs and implements highly available solutions; monitors and optimizes systems; performs operating system and application patching; documents and improves operational procedures; resolves complex technical issues; supports disaster recovery and business continuity; and forecasts and implements capacity plans. The role also provides end-user support, manages vendor performance, participates in meetings and continuous improvement, obtains relevant certifications, and provides after-hours maintenance and support as needed. Participation in a 24x7x365 production on-call rotation is required. The role requires a high school diploma or GED and a bachelor’s degree in a related field or equivalent years of experience, along with 5–7 years of relevant experience. Candidates should have advanced knowledge of UC/CC applications, IP telephony architecture, UC/CC technologies, and VoIP protocols, plus intermediate knowledge of networking, telecommunications, monitoring tools, operating systems, storage, QoS, and security practices. Practical Genesys Cloud experience and Genesys certifications are also listed.

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 UC/CC applications, with 4 or more 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 or more years of practical experience with SIP trunks, SBCs, media gateways, FXS/FXO, and codecs.
Advanced knowledge of UC/CC technologies, including IVR, APIs, ACD, WFM/WFO, and omnichannel communications.
Advanced knowledge of VoIP protocols, including SIP/SDP, RTP/SRTP, WebRTC, and MGCP.
Intermediate knowledge of network communication 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 design, configuration, and support.
Intermediate knowledge of audit and security best practices, including CCPA, PII, PCI DSS, and ISO.
Advanced knowledge of UCaaS/CCaaS, with 2 or more years of practical Genesys Cloud experience.
Ability to support contact center capacity planning, load testing, and performance tuning.
Ability to manage cloud services vendors and coordinate escalations and upgrades.
Ability to collaborate with internal departments and cross-functional teams on Genesys Cloud requirements and integrations.

Nice To Haves

GCX-GCP Genesys Cloud CX Certified Professional.
GCX-GCD Genesys Cloud CX Certified Developer.
GCX-ARC Genesys Cloud Architect Certification.
GCP-GC Genesys Cloud Certified Professional.
GCD-GC Genesys Cloud Certified Developer.

Responsibilities

Design, administer, configure, install, provision, monitor, and troubleshoot contact center systems to ensure availability, capacity, and performance.
Support the telecommunications infrastructure across routing and switching, voice and collaboration, and contact center functions.
Design and configure telecommunications infrastructure systems using best practices.
Design and implement highly available solutions to minimize recovery efforts following hardware or software failures.
Monitor system availability and reliability, and perform performance tuning, optimization, and operating system and application patching.
Document standard operating procedures and develop innovative or automated improvements to system administration processes.
Troubleshoot and resolve complex system and user issues, and provide root cause analysis independently or with third-party vendor support.
Collaborate with team members, service stakeholders, and vendors to fulfill service and enhancement requests.
Manage vendor relationships by setting objectives, maintaining communication, and establishing performance KPIs.
Support improvements to disaster recovery and business continuity solutions, including periodic failover and testing.
Forecast, recommend, and implement capacity plans.
Provide after-hours maintenance and support as needed.
Provide end-user service and technical support.
Obtain relevant certifications identified by management.
Improve processes and technology on an ongoing basis.
Participate in scheduled huddles and meetings, report individual metrics, analyze deviations, and discuss improvements.
Participate in a 24x7x365 on-call rotation supporting the production environment.
Perform other duties as assigned.
Comply with regulatory requirements and assigned training, including applicable BSA requirements.
Support the design, implementation, and management of Genesys Cloud contact center solutions.
Monitor, analyze, and report contact center performance using tools 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 projects that require integration through Genesys Cloud APIs.
Work with internal departments to understand business requirements and provide customized contact center solutions.