What are the responsibilities and job description for the Implementation Engineer (Genesys/Omni-Channel CX) position at Sutherland Global?
Company Description :
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes, and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description :
Sutherland is looking for a skilled Implementation Engineer with deep experience in the Genesys platform.
The primary purpose of this position is to design, implement, and support Sutherland's Genesys platform. The platform currently 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.
Qualified individuals must have the ability to perform the following duties :
- Responsible for the design, implementation, and support of Sutherland's Genesys platforms.
- Strong knowledge of SIP from the carrier level, Oracle (Acme Packet), and Avaya SBCs and TDM Gateways such as AudioCodes M3Ks and G450s.
- Work closely with partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.
- Partner with the Business and Service Delivery team to assist with new Program solutions.
- Responsible for Engineering design documentation along with Runbooks for Operations.
- Partner with development / integrations team for platform support when needed.
- Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team.
- Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
- Provide the highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe.
- Manage vendors on escalated issues and projects.
- Interact directly with clients regarding issues, problems, or overall design.
- Mentor Engineers and IT Solutions Technicians on infrastructure related to area of influence.
- Willingness and ability to cross-train others in the varying technologies.
- Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.
Qualifications :
PREFERRED QUALIFICATIONS :
Additional Information :
All your information will be kept confidential according to EEO guidelines.
We are open to candidates based in the United States, Canada, Mexico, Colombia, or the UK!
EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
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