Implementation Engineer

GM Tech Solutions, on behalf of the Client, is hiring a Implementation Engineer.

Position Title : Implementation Engineer

Location : Remote

Position Summary :

Implementation Engineer : Genesys

POSITION SUMMARY :

The primary purpose of this position is to design, implement and support Genesys platform. Platform currently includes, includes Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc. The candidate will be required to be "on call" after hours to support the operations team in the event of platform outages.

KEY RESPONSIBILITIES :

Qualified individuals must have the ability to perform the following duties :

• Responsible for the design, implementation and support of Genesys platforms. Current platforms include Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys OBS, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc.
• Strong knowledge of SIP from the carrier level. Strong knowledge of Oracle (Acme Packet) and Avaya Clients and TDM Gateways such as AudioCodes M3Ks and G450s.
• Responsible for working closely with the partnering groups to gather business requirements and ensure that our technical offering satisfies those requirements.
• Partners with the Business and Service Delivery team to assist with new Program solutions.
• Responsible for Engineering design documentation along with Runbooks for Operations.
• Partners with development / integrations team for platform support when needed.
• Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
• Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
• Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
• Manages vendors on escalated issues and projects specific to your area of influence.
• Interacts directly with client related to issues, problems, or overall design.
• Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support.
• Willingness and ability to cross train others in the varying technologies related to area of influence.
• Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.

MINIMUM REQUIRED QUALIFICATIONS :

BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required.

PREFERRED QUALIFICATIONS :

dditional Perks :

Company Overview :