Senior Genesys Telecom Engineer

About ComPsych

ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide,  touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

About the Role

ComPsych seeks a dynamic and well-seasoned Senior Telecom Engineer to join our innovative team as a Telecom Engineer specializing in Genesys Cloud CX and Workforce Management. In this role, you will be pivotal in deploying, optimizing, and maintaining our contact center solutions to enhance customer and employee engagement and improve operational efficiency. This position requires a strong understanding of telecommunications and Genesys Cloud CX and Workforce management platforms. 

What You'll Do

• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment. 

• Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations. 

• Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform. 

• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems. 

• Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment. 

• Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively. 

• Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization. 

• Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform. 

• Participate in on-call rotations to support critical system functions outside regular business hours as needed. 

• Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients. 

• Promotes standards and procedures. 

• Manage domestic and international telecommunications vendors. 

• Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts. 

• Manage contact center reporting and other related tasks. 

• Configuration, administration,and maintenance of the RightFax platform.  

• Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues. 

• Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.  

• Other tasks as required. 

What We're Looking For

• Genesys Cloud CX architecture and implementation. 

• Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email) 

• Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer. 

• Strong knowledge of the design and administration of IVRs. 

• Administration and support for Workforce Management. 

• Experience with call routing and voice response. 

• Experience with ticketing systems and change management. 

• Excellent customer service skills. 

• Willingness and ability to work hours neccesary to meet project deadlines as required. 

• Must participate in an on-call rotation; some travel may be required, although rare. 

• College degree or equivalent experience. 

• 7 + years of Telecom engineering. 

• 3 + years of hands-on Genesys Cloud CX experience. 

• Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus. 

Compensation and Benefits

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• The salary range for this position is $125,000 - $160,000 (USD). The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours. 

EEO

ComPsych is an equal opportunity employer.  All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.

ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Data Privacy Notice.