What are the responsibilities and job description for the Implementation Engineer GenesysOmniChannel CX 6 Months Contract position at Sutherland?
Job Description
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Sutherland is looking for a skilled Implementation Engineer (6 Months Contract role) with deep experience in the Genesys platform.
The primary purpose of this position is to design, implement and support Sutherland 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 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 SBCs and TDM Gateways such as AudioCodes M3Ks and G450s.
- Responsible for working closely with the partnering groups within Sutherland 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 clients 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.
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. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note : YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
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