Genesys VoIP Engineer

Overview

*This is a hybrid role and you must be based in New York or New Jersey*

Travel Leaders Group seeks a highly motivated and goal-oriented Genesys VoIP Cloud Engineer passionate about playing a critical role within the organization. The position will be responsible for our Genesys Cloud platform's overall improvement and support. The engineer will work with our business and IT teams to maintain high interaction and satisfaction, recommend and implement technical solutions that meet our business objectives, and recommend innovative solutions to complex business problems.

We are looking for someone with a positive attitude and who is highly motivated to learn and grow. If you are an overachiever and want to contribute to a team that truly appreciates your dedication and hard work, consider a career at Internova Travel Group. You can dramatically shape everything from our daily operations to our global presence.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company's financial goal achievement and individual performance.

Responsibilities

• Serve as a single escalation point for Genesys first-line Group, providing technical support remotely or on-site.
• Design, build, and manage the deployment of Genesys phone systems
• A deep understanding of Genesys systems and VoIP technologies.
• Investigate, troubleshoot, and resolve user issues with Genesys Cloud, working closely with the business as needed.
• Generate reporting dashboards, including trend analysis.
• Plan and implement effective change and release management policies and practices.
• Someone who is a strong communicator and team player and thrives in a dynamic, fast-paced environment
• Demonstrates proficiency in implementing and optimizing AI tools within the Genesys ecosystem.
• Can collaborate effectively with cross-functional teams to identify opportunities for leveraging AI in our business processes.
• Is proactive and innovative, constantly seeking out new ways to drive efficiency and improve customer experiences
• Develop, implement, and maintain policies, procedures, and associated training plans for voice administration, usage, and disaster recovery.
• Collaborate with executive management and department leaders to assess near- and long-term voice capacity needs.
• Provide superior customer service to internal clients and reactively respond to escalations.
• Create and maintain comprehensive documentation for all implemented voice solutions.
• Ability to work independently, take initiative, and be proactive and resourceful.
• Participate in 24x7 on-call rotation.

Qualifications

• Bachelor of Science degree in information systems, computer science, engineering, or related experience or Genesys certificate is a plus
• Required - 5+ years designing, planning, implementing, managing, and supporting Enterprise Voice
• Experience with Genesys Cloud CX is highly recommended - architecture and framework
• Knowledge of integrating IVR with test-to-speech (TTS) and Speech to text (STT)
• Knowledge of CRM integration.
• Hands-on experience troubleshooting enterprise SaaS UC/IVR systems
• Experience with cloud-based technologies
• Expertise in utilizing APIs
• Scripting for contact center call flows
• Familiarity with REST/XML API, third party API integrations, scripting, implementing BOTs and outbound campaigns
• knowledge of SIP protocol or Phone Manager Software
• Experience including but not limited to VoIP, IP, QoS, Network Analyzer, Unified Messaging, Call Centers, Collaboration Tools, Voice Conference Bridge, Wireless, Teleworker, and Mobility
• Experience with Unified Communications or Software as a Service and global cloud-based product
• Experience working with highly productive IT teams; strong interpersonal skills; team player
• Strong troubleshooting and problem-solving skills
• Required diagnostic and troubleshooting skills to quickly and effectively solve end-user issues.
• Must be customer-focused, can multi-task, prioritize, and be detail-orientated.

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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