Sr. Genesys CX Implementation Engineer

EDCi•Appleton, WI

1d•Remote

About The Position

EDCi provides infrastructure and call center technology services and solutions to clients throughout Wisconsin and the Midwest. Through our partnership and certifications with leading technology providers including Citrix, Cisco, Genesys, IBM and Microsoft, our customers receive the highest quality of product and service the industry has to offer. The Sr. Genesy Engineer will have the responsibility for designing, configuring, developing, implementing and supporting Genesys technologies. The opportunity is will serve as a lead engineer on EDCi’s Customer Care Professional Services team providing both implementation and post implementation support. This role will closely interact with both Field & Support Engineering aligning strategic objectives to provide “world class services” while maintaining the highest level of quality. Associates of EDCi have the opportunity to engage in dynamic projects, leveraging the latest technologies. Our partnerships provide a unique opportunity for associates to continue to develop their professional skills. EDCi is an organization that takes pride in recognizing balance and the importance of family. If your interest is for challenging work in a comfortable work environment, look to EDCi.

Requirements

5+ years IP Telephony/VoIP experience is Required
Knowledge of VoIP equipment, implementations and support Required
3+ years experience in Genesys Cloud CX (Purecloud) technology
BS preferred, Associate’s degree in IT related field Required
Excellent client service attitude and team focus
Understand best practices for a service organization

Nice To Haves

Genesys Could CX certification is a plus
Knowledge of Media / Voice gateway knowledge Preferred
Knowledge of SIP Protocol implementation and support Preferred
Development Skills/certifications as a plus are: Java/Java Script HTML Rest WEB Services Genesys Cloud CX API’s Microsoft SQL Server Web-services, 3rd party API’s
1+ years experience in network administration and support is a Plus
NET development or C# Experience is a Plus
Experience with Microsoft SQL Stored procedures is a Plus

Responsibilities

Acts as the Lead Engineer for Genesys implementation and upgrade projects
Perform project and support tasks for Genesys products and solutions
Responsible for design, configuration, implementation, and support of IVR/ACD scripts for Genesys Cloud Solutions
Contribute to the solution architectural design
Coordinate and write technical papers, articles, standard operating procedures and best practices
Perform in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high profile problem solving.
Ability to balance both support and project work when applicable; able to meet support/project milestones
Collaborates with Technical Account Managers, Project Managers & Sales to delivery projects on-time and on-budget