Sutherland1

Genesys Senior Implementation Engineer

Remote

Full Time

#Technology

#Customer Service

#Genesys

#SIP

#Routing

#Email

#Chat

#Social Media

Sutherland1 is looking for a Genesys Senior Implementation Engineer

Full Time Senior Remote Technology Customer Service Genesys SIP Routing Email Chat Social Media English Remote work

We are expanding our remote engineering team and need a Genesys Senior Implementation Engineer to design, implement, and support our Genesys Omni-Channel platform that powers voice, email, chat, and social interactions for clients worldwide.

Responsibilities

Design, implement, and maintain the Genesys platform, including SIP Server, Routing, Inbound Voice, Outbound, Email, Chat, Social Media, Infomart, GVP, SMS, Speech Analytics, Proactive Notification, and Callback.
Provide after-hours on-call support to resolve platform outages and restore service quickly.
Collaborate with business and service-delivery teams to roll out new program solutions.
Create and maintain technical documentation and runbooks for the operations team.
Work with development and integrations teams to troubleshoot and support the platform.
Build proactive monitoring solutions and use performance metrics to guide infrastructure improvements.
Conduct testing to identify faults, reduce downtime, and verify system backups.
Deliver technical consultancy that resolves issues in the shortest possible time.
Manage vendor relationships on escalated issues and related projects.
Continuously learn new systems and technologies within the Genesys environment.

Must-haves

Several years of hands-on experience implementing and supporting Genesys Omni-Channel solutions.
Strong working knowledge of SIP Server, Genesys Routing, Email, Chat, and Social Media components.
Proficiency in English.
Ability to work remotely on a full-time basis from any location.

Nice-to-haves

Familiarity with carrier-level SIP, Oracle (Acme Packet) SBCs, Avaya SBCs, or TDM gateways such as AudioCodes M3K and G450.

Benefits

Fully remote work arrangement.

Sutherland1

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Genesys Senior Implementation Engineer at Sutherland1