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Role Description

This role involves the implementation and support of various telephony and omnichannel related technologies and applications. Your role will include providing subject matter expertise on specific technologies within the Omnichannel portfolio, as well as participating in the deployment of projects and internal initiatives. You will also act as tier two support for internal customers.

• Design, implementation, and deployment of Omnichannel communication solutions.
• Leading technical execution of platform enhancements and new feature adoption.
• Building and maintaining integrations between contact center platforms and enterprise systems.
• Participating in cross-functional projects that expand or improve customer communication capabilities.
• Providing technical expertise during solution design and project planning.
• Supporting production systems through targeted troubleshooting and optimization when necessary.
• Documenting system architecture, configurations, and implementation processes.

Qualifications

• 3+ years experience in Omnichannel Services Engineering
• Bachelor’s Degree in Information Technology or related field or equivalent work experience
• Experience with Genesys CX is preferred
• In depth understanding of call center acumen, operations, strategy and business practices

Requirements

• On call, after hours and/or weekend work as required
• Must be able to travel locally on occasion

Benefits

• Work From Home with a conducive and quiet workspace
• Medical, dental, and vision insurance coverage
• 401(K) and company paid life insurance policy
• Short and long-term disability coverage
• Growth Opportunities with promotions year over year
• Tuition Reimbursement for professional development
• Wellness Program including self-guided coaching and cash incentives
• Competitive pay across the organization
• Paid Time Off including wellness days, holidays, and vacation time