Senior Telecom Engineer (Genesys Cloud)

Meet the team:

This is a dynamic position responsible for configuring maintaining and supporting the enterprise Contact Center environment. The roles primary focus will be the administration maintenance and operation of cloud platforms and the support of our end-users. The Senior Telecom Engineer will maintain Cloud telephony systems manage Contact Center configuration investigate and support voice network platform and troubleshoot with our partner Cloud Vendors and Telco Carriers.

Where you come in:

• Deploy Configure and Support all aspects of the Genesys Cloud customer contact center platform. This includes:
  • Admin configuration of:
    • Users Roles Permissions Divisions WebRTC phones Sites and Locations
    • Queues Skills Call Routes Schedules Data Tables
    • Email Domains SMTP Relay Email Wizard
    • Recording and Evaluation Policies
  • Performance Workspace Reports
    • Queue Activity and Performance
    • Agent Activity and Performance
    • DNIS Performance
    • Dashboards
  • Architect configuration of
    • Inbound Call Flows
    • Inqueue Call Flows
    • Email Flows
    • Prompts

• Design build and maintain Genesys Cloud configurations including queues skills call routing Architect flows schedules data tables recording policies dashboards and performance reporting.
• Manage Genesys Cloud Voice services DID inventory number management BYOC SIP trunking and carrier connectivity to support inbound and outbound communications.
• Collaborate with telecom carriers cloud vendors and service providers to maintain reliable voice services and resolve telephony-related issues.
• Perform identification diagnosis root cause analysis and resolution of SaaS platform cloud infrastructure telephony and voice network issues while effectively communicating impact and remediation plans to stakeholders.
• Develop and maintain monitoring alerting performance analytics and capacity planning processes for Contact Center and Unified Communications platforms leveraging tools such as Cyara VoiceAssure and ResolveAX where applicable.
• Drive continuous improvement through automation process optimization and the use of Genesys APIs Genesys CX as Code Python Terraform and AI-driven insights.
• Ensure software-based endpoints and communication platforms are configured and maintained in accordance with security standards best practices and regulatory requirements.
• Partner with IT Service Desk Network Engineering Infrastructure and Security teams to support enterprise communication services and lead projects through planning testing implementation change management and post-production support.
• Ensure compliance with organizational policies and regulatory requirements including SOC FDA PCI and HIPAA while maintaining accurate technical documentation and operational procedures.
• Assume and perform other duties as assigned.

What makes you successful:

• 4-5 years Contact Center and UC support ; overall typically 5 years experience.

• Your Genesys Cloud Professional and/or Genesys Cloud Developer certifications highly desirable.

• Your experience supporting carrier circuit deployments with services such as POTS PRI T1 VOIP and SIP.

• Your solid understanding of TCP/IP network protocols including common application protocols.

• Your ability to systematically troubleshoot problems in complex systems and network environments.

• Your experience with Active Directory OKTA and LDAP authentication systems.

• Strong ITIL knowledge driving effective incident problem and change management.

• Bachelors degree (B. A.) from four-year college or university.

What youll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.

• A full and comprehensive benefits program.

• Growth opportunities on a global scale.

• Access to career development through in-house learning programs and/or qualified tuition reimbursement.

• An exciting and innovative industry-leading organization committed to our employees customers and the communities we serve.

Travel Required:

• 0-25%