Telecom Engineer

at  ComPsych Corporation

About ComPsych:
ComPsych® Corporation is the world’s largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 163 million individuals across 200 countries. Under our GuidanceResources® brand, our personalized and fully integrated programs include behavioral health, absence, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.
Job Summary:
ComPsych seeks a dynamic and well-seasoned Senior Telecom Engineer to join our innovative team as a Telecom Engineer specializing in Genesys Cloud CX and Workforce Management. In this role, you will be pivotal in deploying, optimizing, and maintaining our contact center solutions to enhance customer and employee engagement and improve operational efficiency. This position requires a strong understanding of telecommunications and Genesys Cloud CX and Workforce management platforms.

Primary Responsibilities:

• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.
• Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations.
• Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.
• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
• Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.
• Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.
• Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.
• Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.
• Participate in on-call rotations to support critical system functions outside regular business hours as needed.
• Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.
• Promotes standards and procedures.
• Manage domestic and international telecommunications vendors.
• Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.
• Manage contact center reporting and other related tasks.
• Configuration, administration,and maintenance of the RightFax platform.
• Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues.
• Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.
• Other tasks as required.

Job Qualifications:

• Genesys Cloud CX architecture and implementation.
• Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
• Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.
• Strong knowledge of the design and administration of IVRs.
• Administration and support for Workforce Management.
• Experience with call routing and voice response.
• Experience with ticketing systems and change management.
• Excellent customer service skills.
• Willingness and ability to work hours necessary to meet project deadlines as required.
• Must participate in an on-call rotation; some travel may be required, although rare.
• College degree or equivalent experience.
• 7 + years of Telecom engineering.
• 3 + years of hands-on Genesys Cloud CX experience.
• Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus.

Benefits and Perks:

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• Competitive pay with annual increases

• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.
• Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations.
• Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.
• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
• Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.
• Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.
• Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.
• Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.
• Participate in on-call rotations to support critical system functions outside regular business hours as needed.
• Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.
• Promotes standards and procedures.
• Manage domestic and international telecommunications vendors.
• Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.
• Manage contact center reporting and other related tasks.
• Configuration, administration,and maintenance of the RightFax platform.
• Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues.
• Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.
• Other tasks as required