Telecom Engineer

Position Summary:

Oversee the day-to-day operations of the unified communication as a Service (UCaaS), Contact Center as a Service (CCaaS), carrier services, and infrastructure technologies related to the phone systems. Responsible for overall vendor management, coordination, and communication. Serve as the SME within Genesys PureCloud and understand the capabilities and restrictions of the Genesys PureCloud platform. Main point of contact for all telecommunications incidents, requests, and maintenance. Maintain documentation regarding PureCloud and the company’s voice infrastructure. Manage a wide variety of UC & Telephony systems including PBX/VoIP systems, SIP services, IVRs, Auto attendants, Genesys PureCloud, Microsoft Teams, conferencing, fax systems, Verint/Monet Workforce Management, cloud platforms and emerging technologies. Implementing, developing, and refining process improvements as it relates to the company voice infrastructure. Project manages various projects within the voice domain including migrations from the legacy systems. Communicate with end users on defining PureCloud reports. Develop and gather reports in PureCloud and coordinate with Business leaders and teams to establish solutions and improvements.

 Key Responsibilities:

• Effectively collaborate with the appropriate business heads to support critical business projects.
• Acts as a telephony administrator and the main point of contact for Genesys and associated systems. Assists with the installation, testing, and troubleshooting of telecom systems.
• Monitor and report on program performance, system up-time, and planned/unplanned maintenance outages against internal service level agreements and performance standards, initiating improvement actions when opportunities are identified.
• Lead Genesys system updates/upgrades at a minimum of annual basis
• Accountable for the effective monitoring of real time dialer system dashboards and daily reports to ensure service level and response time objectives are met; oversee real-time escalation plans pertaining to outbound dialer adjustments.
• Develop and execute dialing strategies that employ the use of campaigns, ACD and IVR routing, phone line allocation, and call pacing to increase production.
• Build/track/augment user profiles, inclusive of adjusting skills and proficiencies within the system.
• Communicate any pertinent campaign information to leadership and recommend adjustments to the daily calling plan as needed to meet performance and volume needs.
• Keep company objectives at the forefront of every decision made, specifically regarding campaign performance.
• Review all dialer settings (both prior to the start of a program and as the program is running) to maximize optimal performance while maintaining performance logs.
• Create and maintain documentation required to support the telecom Infrastructure.
• Perform voice network resources administration and maintenance along with voice network equipment installation, as needed.
• Perform packet capture & analysis via tools like Wireshark. Assist in maintaining system databases, i.e., circuit inventory, toll free number, and configuration records, etc.

Job Requirements/Expertise:

• A bachelor’s degree is preferred.
• 3+ years of experience in Genesys Cloud (GC3 package of functionality is a plus).
• Knowledge and experience with Genesys Pure Connect on-premises system with emphasis on Genesys dialer.
• Knowledge of dialer configuration, operations, data models and concepts
• Knowledge and experience in configuration and management of workforce management, Quality Management and Gamification tools.
• Ability to negotiate IT Telephony priorities and release with business stakeholders and engineering.
• Ability to configure and analyze multiple dialing campaigns, contact lists and dashboards.
• Technical exposure to Genesys Pure Connect contact center and overall customer service area.
• Manage call flows from the IVR via Genesys to each skilled agent.
• Provide Telecom support to CPI Security employees using excellent interpersonal skills and teamwork.
• Some after-hours system maintenance necessary
• Proven analytical experience.
• Solid working knowledge of TCP, UDP, VoIP, SIP, SBC’s
• CRM Integration awareness such as Sales Force.

Competencies and Characteristics:

Core: 

• Business Acumen - knowledgeable in current and possible future policies, practices, trends, technology and information regarding data, analytics and business intelligence. Understands the purpose and stakeholders of practices, policies, procedures, and systems.
• Coaching Mindset:  consistently evaluating your team with a communication and accountability-based approach to ensure your team is building and executing upon the skills that lead to outstanding sales performance.
• Managing Vision and Purpose – Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the visions; makes the vision shareable by everyone; can inspire and motivate.
• Strategic Agility - Strong strategic analytical skills with the ability to develop creative approaches to communications and problem solving, anticipating future impact and issues.
• Presentation Skills - translates complex data analysis into actionable, comprehensible material for diverse audiences in all formats, including formal presentations to large and/or senior teams, as well as informal one-on-one updates.
• Managing and Measuring Work - establishes clear objectives and measures for self and others. Monitors and reports on progress and results. Sets benchmarks and ensures accountability.
• Customer Focus - Is dedicated to meeting the needs of internal and external customers. Gets first-hand internal customer information and uses it to improve processes and deliverables.

CPI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and provides equal employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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