Senior Genesys Engineer
Senior Genesys Engineer
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Job Description
Senior Genesys Engineer
We are excited to be expanding our creative and technical digital teams to support our evergrowing and everevolving call center presence. We are looking for a Sr. Genesys Engineer who wants to play an integral role in positioning our brands and maintaining the integrity quality and authenticity for which were known in the travel space.
The Sr. Genesys Engineer will be part of a team responsible for the administrative planning implementing and monitoring aspects of our Call Center. The ideal candidate will have experience leading digital initiatives related to our Genesys implementation in a dynamic and fastpaced environment with a proven track record of demonstrating exceptional results through best practices and working in a highperforming team.
We offer a unique opportunity to be part of an already strong global brand and a chance to make your mark on it via the heart of our customer interaction: our call center.
With trips in nearly 100 countries youll never run out of new places people and cultures to feed your wanderlust. From the Maasai warriors of Kenya to the tranquil temples of Japan your work will consist of a staggeringly broad range of content so its fair to say bored is not in our lexicon.
Grand Circle Corporation is the leader in international travel adventure and discovery for Americans aged 50. Headquartered in Boston MA were a $600M global enterprise with 30 regional offices and over 2000 associates. Since our founding over two million Americans have traveled with our awardwinning travel brands: Grand Circle Travel Overseas Adventure Travel and Grand Circle Cruise Lines. Want to go places Grand Circle Corporation is the place for you.
What youll do:
As a Sr. Genesys Engineer focusing on telephony and routing you will:
- Own initiatives within your team that drive the planning installation configuration and design of telecommunication devices and services.
- Design code implement and test Genesys solutions integrating with our internal systems.
- Perform research evaluation installation and upgrades of Genesys components and applications
- Help secure operations as well as participate in disaster recovery preparation to ensure communications are in place
- Assist Helpdesk in areas concerning telecommunications and work with network administration to resolve connectivity issues
- Be proactive with training and ensure that documentation is created so that junior staffs can grow and handle such issues with ease in the future
- Work closely with business units/endusers and vendors resulting in solutions for growth and success
Requirements:
- 5 or more years of experience in designing and implementing Genesys custom solutions
- Demonstrate working knowledge of telecommunications equipment and software (Genesys Framework 8.x including TServer and Sip Server Genesys Reporting eServices. Workforce Management Agent Desktops (WDE) Voice portal (GVP) Info Mart and Interactive Insights.
- Deep understanding of URS IRD GVP OCS Infomart CC Pulse Interactive insight.
- Deep understanding of telecom protocol like ISDN H.323 SIP and VOIP.
- Installation configuration and troubleshooting of GVP.
- Understanding of CCpulse and Historical reporting. GAX Pulse SpeechMiner Genesys Business Continuity
- Strong design principles to create robust scalable and extensible solutions.
- Demonstrate working knowledge in voice recording technologies such as Gong
- Customer orientation establishes and maintains longterm customer relationships building trust and respect by consistently meeting and exceeding expectations
- Experience working in an Agile environment.
- Critical thinking skills and a team player
- Strong communication (written and verbal) project management and organization skills
- Display effort on personal growth while contributing to the advancement of the department and company as a whole
Why Join Us
- Be part of a collaborative team redefining web analytics in a dynamic and impactful setting.
- Opportunity to engage in endtoend analytics processes from data collection to reporting and strategy.
- Work with a company passionate about providing unique travel experiences for our customers worldwide.
Benefits (30 hours ):
- 401K Retirement Savings account with Company Match
- 50% Discount on GCC trips and opportunities for onsite training and travel
- Robust healthcare benefits including Medical Dental Vision and Flex Spending Accounts
- Generous Paid Time Off (PTO)
- Paid holidays throughout the year
- 100% Commuter Benefit subsidy for Public transportation
- Companypaid life insurance
- Paid short and longterm disability insurance
- Discounted auto and renters insurance
Required Experience:
Senior IC
Employment Type
Full Time
