Senior Engineer, Unified Commmications

Position Overview:

The Senior Unified Communications Engineer assists with UC platform development, design, and support. The Senior Engineer will understand business processes and develop unit and integration test scenarios in accordance with system requirements and business process changes. The position provides central support to core systems, designs, configures, installs, manages, and troubleshoots Genesys hardware and software.

Duties/Responsibilities:

• Lead/coordinate new Voice, Chat, SMS, Video infrastructure, and application deployments.
• Provide high-level operational support and receive escalations to ensure final resolution of reported incidents.
• Monitor Voice, Chat, SMS, and Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications.
• Ensure full compliance with Corporate Change Management policies and procedures for Voice & Video infrastructure.
• Lead/coordinate and manage Service Provider related activities.
• Manage resources and project-related tasks related to new deployments.
• Provides operational readiness through engineering, planning, coordination, incident and problem resolution, software installation, and upgrades.
• Participates in the planning, deployment, and support of Unified Communication systems.
• Additional duties as assigned.

Required Skills/Abilities:

• Fully understand UC fundamentals and advanced features strong, hands-on, experience with the Genesys framework (configuration, routing strategies, etc.).
• Responsible for administration and support of Genesys PureCloud solutions.
• Problem management skills.
• Advanced troubleshooting skills.
• Ability to collaborate with vendors on infrastructure designs to ensure the final product is what was architected or designed.
• Ability to define hardware and software performance standards.
• Serve as subject matter expert on all matters of Contact Center-related technology.
• Demonstrates ability to absorb change and continue with positive results.

Required Qualifications:

• Requires Bachelor's Degree. (Experience may be substituted in lieu of a degree)
• 5 years' experience as a UC Engineer or similar role.
• Genesys Cloud Certification or similar.
• Experience supporting large-scale UC implementations and upgrades.
• Hands-on UC implementation, administration, maintenance, and optimization experience (e.g. Genesys Cloud or similar).

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Will frequently communicate over video calls with internal and external stakeholders

Vibrant Emotional Health is committed to the full inclusion of all qualified individuals. As part of this commitment, Vibrant will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact People Operations.