Telephony Engineer

Remote - Sandy, UT

Credit Intermediation and Related Activities

About the position

As a Telephony Engineer, you will assist in building out a best-in-class communications platform, Genesys.

Responsibilities

• Administration of Genesys platform
• Learn IVR process flows and architecture and implement new/ modified flows
• Resolve service requests
• Liaise with our Technical Account Manager and Genesys Support when issues arise
• Handle all technical support questions related to Genesys
• Drive root cause analysis and path to permanent resolution for major issues
• Generate reporting dashboards, including trend analysis
• Share insights on fixes and enhancements needed to prevent recurring issues

Requirements

• Bachelor's degree in Computer Science or 3+ years of relevant experience
• 2+ years of system administration experience
• Advanced understanding of IVR technology and related telecommunications devices, networks, software, and systems
• Past engineering experience is preferred
• Strong attention to detail
• Ability to work responsibly without direct supervision, with a proven ability to prioritize and multitask in a fast-paced environment
• Available to be on-call in a rotating schedule

Nice-to-haves

• Experience with Javascript and other coding languages is preferable
• An understanding of Galileo Operations, Products, and Services
• Hunger to always take on more, new challenges